Gorgias

"That's my girl. That's who I want to talk to." When shoppers know your CX agents by name, you know you’re doing something right. I loved this moment from episode one of Behind the Inbox, my conversation with Nicole Parker and Ajit Patel. Their team runs CX for Bare Necessities and PJ Salvage, and they've automated 60%+ of their support. I often hear that automation rates equate to less personal experiences. In practice, it’s the opposite. For the Bare Necessities team, automation freed agents to build relationships based on trust that keep customers coming back. These tidbits are the whole idea behind this show: real conversations with the people actually running amazing customer experience today. Episode one is live now. New episodes every other week. Link in the comments. 🎧

Something exciting is launching today and I'm proud to be part of it! Behind the Inbox - a brand new podcast series for ecommerce and CX leaders from the team at Gorgias - drops its first episode later today, during the Gorgias AI Agent 3.0 event. The vision of the brilliant Gabrielle Policella - and if you know Gabrielle, you'll know it's going to be good - who has spent the past few months sitting down with CX leaders, tech partners and ecommerce experts to find out what's actually working, what's not, and everything in between. Episode 1 features Nicole Parker and Ajit Patel from Delta Galil who are running CX across five brands. It's well worth your time! I've also had the privilege of recording my own episode as part of the Gorgias Trailblazers programme. More to come on that soon... Today is also the day Gorgias unveils what they're calling 'The Biggest Leap AI Agent Has Ever Taken' - for years, AI has answered your customers' questions. On July 21, watch it start driving the conversation. If you work in ecommerce CX, I think you'll want to see this. Register via the link in the comments 👇 #Gorgias #BehindTheInbox #EcommerceCX #AIAgent #GorgiasTrailblazer

Thrilled to share this from the team at Gorgias! I’ve been privileged to be an early pioneer in deploying Gorgias’ Conversational AI across both support and shopping journeys for the brands I work with. 👉 The vision? To redefine modern customer service—blending advanced automation with human insight—to transform CX from a reactive support function into a true growth engine. And the results are already here: ✅ Up to 7% influenced GMV with AI Shopping Assistant ✅ As much as 12x ROI delivered But beyond the numbers, this is about harnessing AI to: ✨ Create more compelling interactions ✨ Delight customers ✨ Future-proof CX strategies By putting customer experience at the centre of the revenue machine, our brands are unlocking the full potential of every interaction. 🙏 Huge thanks to all the brilliant people at Gorgias for building such an outstanding product and for their relentless support in helping us deliver! 💡 Special mention to Michaela Deneva & Richard Venturini for guiding us through the AI Shopping Assistant setups, and to Shravan Shrivastava and 💬Alexandra Carmen Buză for their tireless dedication to our cause! 👏 Thanks also to Milagros Gonzales y Gonzales for pushing the window to such wonderful engagement opportunity fully open. And not forgetting the great skill, dedication and unerring patience of Jordan Miller and Carmen Vicente for sitting through the shoot and trawling through the edit! Finally, and as always in this context, cheers to Thomas Trinelle, for the brilliantly inspiring quote! It’s been such a special journey already, with so many milestones achieved — and it feels like we’re only just getting started… 🌟

They're officially paying me to yap! I've spent the past few months working on a really exciting project that I can finally unveil. Introducing Behind the Inbox: a new podcast for ecommerce and CX leaders. I've sat down with CX leaders, tech partners, and ecommerce experts to find out what's actually working, what's not, and everything in between. I'm so excited for episode 1 to drop next Tuesday, July 21, during our AI Agent 3.0 event. You'll hear from Nicole Parker and Ajit Patel about what it takes to run CX across five brands at Delta Galil Industries. For now, enjoy the trailer! 🍿 See you Tuesday: https://lnkd.in/gc5BUytK

So excited about this one! Gorgias just launched Behind the Inbox, a podcast where CX leaders swap the stuff that actually works (and the stuff that doesn't). Episode one is out now. I recorded mine recently alongside Emily McEnany who leads CX at Dr. Bronner's and can't wait for you to see it soon. We got into all the hard stuff that you usually don't hear about, particularly how CX has evolved and where it's headed. 🔮 Thanks for asking all the hard questions Gabrielle Policella! Sharing the trailer, full series in the comments 👇

Where do you manage your agents from? I used to do it from Claude, auditing routine runs first thing in the morning. Then recently we migrated over to Cortex, our own AI platform and most of my single player routines live here. But as I'm configuring AI agents for merchants myself, something I'm learning is that these tools are great for single player, but not for multiplayer. Let's break down multiplayer a bit: - Multi player is rarely useful by itself - It's useful when your agent runs the show, and need to ask multiple people for input. For instance, in the support use cases we see: if a customer's faces an edge case in the warehouse, there's no SOP / common rule you can use. You need to ping the warehouse team, just like a human support agent would do. That's why I believe increasingly the "harness" or place we'll interact with agents will be Slack (or Teams). Not for everything, but for the majority of interactions, where the agent is asking questions. I've been testing it with 7 merchants for the past 2 weeks. The pace of iteration is unmatched when the agent can ask questions to the team, and when the team can converse with the agent on Slack. Because if it's in Claude, it's just not multi player, and it's usually only one way (you talking with the agent). We're adding more and more Gorgias customers to a Slack channel with us where Cortex can run the implementation / optimization process. Excited to learn from this with more scale!