Customer Success Masterclass for 7 and 8 figure E-commerce Brands

Hosted by
Wednesday, August 10th
12:00 PM ET

ABOUT THIS EVENT

Building and managing a customer support function for a growing E-commerce brand is not for everyone. From staffing and hiring decisions, taking calls on which channels to focus on, and deciding whether to outsource it or build an in-house team, the variables in the equation are just a lot. Oh, let’s not even get into the attrition problem.

But it is irrefutable that figuring out customer support operations is an inflection point in the scaling journey of an E-commerce brand. It’s probably not the sexiest problem, but a problem that probably separates a 7-figure brand and a 9-figure brand.

As customer support leaders prepare for the most exciting half of 2022, we are bringing to you the playbook and framework that helped Snow set up and scale a world-class customer support function.

Tune in as Thomas McCray, Director of Customer Success at Snow shares actionable advice on:

  • How to structure your CS team as you scale? How should you create micro pods
    in the CS team to improve engagement and efficiency?
  • How to approach a multi-channel support setup?
  • Creating the right SLAs and how they differ based on the support channel.
  • Importance of agent experience and how to nail it right

Register here


Wednesday, August 10th
12:00 PM ET

Customer Success Masterclass for 7 and 8 figure E-commerce Brands

Register here


Hosted by

ABOUT THIS EVENT

Building and managing a customer support function for a growing E-commerce brand is not for everyone. From staffing and hiring decisions, taking calls on which channels to focus on, and deciding whether to outsource it or build an in-house team, the variables in the equation are just a lot. Oh, let’s not even get into the attrition problem.

But it is irrefutable that figuring out customer support operations is an inflection point in the scaling journey of an E-commerce brand. It’s probably not the sexiest problem, but a problem that probably separates a 7-figure brand and a 9-figure brand.

As customer support leaders prepare for the most exciting half of 2022, we are bringing to you the playbook and framework that helped Snow set up and scale a world-class customer support function.

Tune in as Thomas McCray, Director of Customer Success at Snow shares actionable advice on:

  • How to structure your CS team as you scale? How should you create micro pods
    in the CS team to improve engagement and efficiency?
  • How to approach a multi-channel support setup?
  • Creating the right SLAs and how they differ based on the support channel.
  • Importance of agent experience and how to nail it right

Hear what business owners are saying

James Oliver
CEO and Founder
"We previously used both Gorgias and Zendesk and Richpanel blows them out of the water. Not only is the interface much cleaner, but the functionality and reporting are more robust. Our CS has markedly improved since switching to Richpanel because of the self-service option."
James Oliver
CEO and Founder
53%
Automated resolutions
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Jason Kutasi
CEO
"I'm really, really proud of our customer service team’s achievements. Richpanel’s automated workflows played a big part in achieving those numbers and growing our business. Not to mention all the money they saved us by allowing us to cut our customer service staff in half."
Jason Kutasi
CEO
50%
Automated Resolutions
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Jonathan Parker
CEO
"Richpanel is pivotal in helping us improve our repeat customer rate. You want to retain customers for 5-10 years in the long term. You want to give them a great CX with quick and satisfying answers. Richpanel makes this a reality."
Jonathan Parker
CEO
70%
Automated resolutions
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Alice Warren
Head of CX
"The resolution rates for their self-service portal easily surpass the rates seen with other popular tools! Thanks to their easy migration process and intuitive interface we were able to keep a consistent UX despite increasing order volumes."
Alice Warren
Head of CX
60%
Automated resolutions
View All Customers
Victoria Shanley
Director of Operations and Marketing
"Look no further! Richpanel has everything you need and more. We can feel the weight lifted off of our customer service reps. Instead of hiring more employees, we were able to leverage Richpanel so our agents could better handle the workload and also make work enjoyable for them!"
Victoria Shanley
Director of Operations and Marketing