Latest / Let's talk Marketplace / Automation at Scale: How to handle 1,000+ Daily Support Tickets #LTM145

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Automation at Scale: How to handle 1,000+ Daily Support Tickets #LTM145 · Let's talk Marketplace

• 0:00
  Most
• 0:00
  retailers,
• 0:00
  if
• 0:01
  you
• 0:01
  went
• 0:01
  and
• 0:01
  spoke
• 0:01
  to
• 0:01
  your
• 0:01
  customer
• 0:02
  support
• 0:02
  team
• 0:02
  today
• 0:03
  and
• 0:03
  asked
• 0:03
  them
• 0:05
  what
• 0:05
  are
• 0:05
  the
• 0:05
  top
• 0:05
  three
• 0:06
  things
• 0:06
  that
• 0:06
  are
• 0:06
  happening,
• 0:06
  they
• 0:07
  will
• 0:07
  tell
• 0:07
  you
• 0:07
  straight
• 0:07
  away
• 0:08
  they
• 0:08
  know
• 0:08
  they're
• 0:08
  dealing
• 0:09
  with
• 0:09
  this
• 0:09
  every
• 0:09
  day
• 0:10
  and
• 0:10
  you
• 0:10
  probably
• 0:10
  will
• 0:10
  be
• 0:11
  surprised.
• 0:11
  Right.
• 0:11
  In
• 0:11
  terms
• 0:12
  of
• 0:12
  what
• 0:12
  you
• 0:12
  would
• 0:12
  hear.
• 0:13
  So
• 0:13
  sometimes
• 0:13
  it's
• 0:13
  that
• 0:14
  simple.
• 0:14
  Engaging
• 0:15
  with
• 0:15
  your,
• 0:15
  with
• 0:15
  your
• 0:15
  support
• 0:16
  team.
• 0:16
  What's
• 0:16
  going
• 0:16
  on?
• 0:21
  Let's
• 0:21
  talk
• 0:22
  Marketplace,
• 0:22
  the
• 0:23
  Marketplace
• 0:23
  podcast
• 0:24
  with
• 0:24
  Ingrid
• 0:25
  Lohmer
• 0:25
  and
• 0:25
  Vana
• 0:26
  V.
• 0:26
  Dichter.
• 0:30
  Welcome
• 0:30
  back
• 0:30
  to
• 0:30
  Letstock
• 0:30
  Marketplace.
• 0:31
  It's
• 0:31
  Ingrid
• 0:32
  again
• 0:32
  and
• 0:32
  it's
• 0:32
  great
• 0:32
  to
• 0:33
  have
• 0:33
  you
• 0:33
  with
• 0:33
  us
• 0:33
  today.
• 0:35
  Today
• 0:36
  we've
• 0:36
  got
• 0:36
  a
• 0:36
  very
• 0:36
  hands
• 0:37
  on
• 0:37
  topic
• 0:37
  for
• 0:38
  you
• 0:38
  because
• 0:38
  if
• 0:39
  you're
• 0:39
  selling
• 0:39
  on
• 0:39
  marketplaces,
• 0:40
  I'm
• 0:41
  sure
• 0:41
  you
• 0:41
  know
• 0:41
  the
• 0:41
  feeling.
• 0:42
  You
• 0:42
  lock
• 0:42
  in
• 0:42
  and
• 0:43
  there
• 0:43
  is
• 0:43
  a
• 0:43
  wall
• 0:43
  of
• 0:44
  customer
• 0:44
  tickets
• 0:44
  waiting
• 0:45
  for
• 0:45
  you,
• 0:45
  you
• 0:45
  know,
• 0:46
  and
• 0:48
  yeah,
• 0:48
  it's
• 0:49
  not
• 0:49
  that
• 0:49
  easy
• 0:49
  to
• 0:50
  keep
• 0:50
  track
• 0:50
  of
• 0:50
  everything
• 0:51
  that
• 0:51
  customers
• 0:52
  want,
• 0:52
  especially
• 0:52
  if
• 0:53
  you're
• 0:53
  active
• 0:53
  on
• 0:54
  several
• 0:54
  marketplaces.
• 0:55
  So
• 0:55
  today
• 0:56
  we
• 0:56
  are
• 0:56
  going
• 0:56
  to
• 0:56
  talk
• 0:56
  about
• 0:57
  customer
• 0:57
  service
• 0:58
  on
• 0:58
  marketplaces,
• 0:59
  especially
• 0:59
  on
• 1:00
  multiple.
• 1:01
  And
• 1:02
  how
• 1:02
  to
• 1:02
  turn
• 1:02
  these
• 1:03
  daily
• 1:03
  support
• 1:03
  headaches
• 1:04
  into
• 1:04
  a
• 1:05
  real
• 1:05
  growth
• 1:05
  engine.
• 1:07
  Yeah.
• 1:08
  And
• 1:08
  to
• 1:08
  help
• 1:08
  me
• 1:08
  break
• 1:09
  this
• 1:09
  down,
• 1:09
  I've
• 1:09
  got
• 1:10
  two
• 1:10
  great
• 1:10
  guests
• 1:11
  with
• 1:11
  me
• 1:11
  today.
• 1:12
  So
• 1:13
  yeah,
• 1:14
  I'll
• 1:14
  be
• 1:14
  looking
• 1:14
  at
• 1:15
  this
• 1:15
  from
• 1:15
  different
• 1:15
  angles,
• 1:16
  I'd
• 1:16
  say.
• 1:17
  So
• 1:18
  I'm
• 1:18
  really
• 1:18
  thrilled
• 1:19
  to
• 1:19
  welcome
• 1:19
  Irene
• 1:20
  from
• 1:20
  patemba.com
• 1:22
  Irene
• 1:23
  is
• 1:23
  quite
• 1:23
  a
• 1:24
  powerhouse
• 1:24
  on
• 1:24
  the
• 1:24
  operational
• 1:25
  side,
• 1:25
  which
• 1:25
  is
• 1:25
  just
• 1:26
  talking
• 1:26
  about
• 1:26
  what
• 1:26
  she's
• 1:27
  doing
• 1:27
  on
• 1:27
  marketplaces,
• 1:27
  which
• 1:28
  is
• 1:28
  a
• 1:28
  lot,
• 1:28
  I
• 1:29
  think
• 1:29
  more
• 1:29
  than
• 1:29
  100
• 1:30
  global
• 1:30
  marketplaces
• 1:31
  or
• 1:31
  something.
• 1:32
  Oh,
• 1:32
  a
• 1:32
  hundred
• 1:33
  thirty
• 1:33
  at
• 1:33
  the
• 1:34
  moment.
• 1:35
  Jesus
• 1:35
  Christ.
• 1:36
  Yeah.
• 1:36
  Really
• 1:36
  looking
• 1:36
  forward
• 1:37
  to
• 1:37
  say,
• 1:37
  to
• 1:37
  hear
• 1:37
  what
• 1:38
  you're
• 1:38
  going
• 1:38
  to
• 1:38
  say
• 1:38
  about
• 1:39
  that.
• 1:39
  And
• 1:40
  yeah,
• 1:40
  and
• 1:40
  joining
• 1:41
  her
• 1:42
  is
• 1:42
  the
• 1:42
  man
• 1:42
  providing
• 1:43
  the
• 1:43
  technological
• 1:44
  backbone
• 1:44
  for
• 1:45
  that
• 1:45
  kind
• 1:45
  of
• 1:46
  scale.
• 1:46
  And
• 1:46
  that's
• 1:47
  Gareth
• 1:47
  from
• 1:47
  Edesk.
• 1:48
  Yeah.
• 1:49
  So
• 1:49
  really
• 1:49
  great
• 1:50
  to
• 1:50
  have
• 1:50
  both
• 1:50
  of
• 1:50
  you
• 1:50
  on
• 1:51
  the
• 1:51
  show.
• 1:51
  Welcome.
• 1:52
  Thank
• 1:52
  you.
• 1:52
  It's
• 1:53
  great.
• 1:53
  Ingrid,
• 1:53
  thanks
• 1:53
  for
• 1:54
  having
• 1:54
  us
• 1:54
  on.
• 1:54
  Okay,
• 1:55
  right,
• 1:56
  so
• 1:56
  to
• 1:56
  start
• 1:56
  that
• 1:56
  off,
• 1:57
  I
• 1:57
  say,
• 1:58
  yeah,
• 1:58
  let's
• 1:59
  first
• 1:59
  have
• 2:00
  few
• 2:00
  introductions.
• 2:01
  So,
• 2:02
  Irene,
• 2:03
  who
• 2:03
  are
• 2:04
  you?
• 2:04
  What
• 2:04
  are
• 2:04
  you
• 2:04
  doing?
• 2:05
  What
• 2:05
  is
• 2:05
  Potemba.com
• 2:06
  and
• 2:06
  why
• 2:07
  haven't
• 2:07
  I
• 2:07
  heard
• 2:07
  of
• 2:07
  you
• 2:07
  before
• 2:08
  if
• 2:08
  you
• 2:08
  are
• 2:09
  active
• 2:09
  on
• 2:09
  more
• 2:09
  than
• 2:10
  100
• 2:10
  global
• 2:11
  marketplaces.
• 2:14
  So
• 2:14
  my
• 2:14
  name
• 2:14
  is
• 2:14
  Irene.
• 2:15
  At
• 2:15
  the
• 2:15
  moment
• 2:16
  I'm
• 2:16
  the
• 2:16
  operations
• 2:17
  support
• 2:18
  manager.
• 2:18
  But
• 2:18
  I'm.
• 2:19
  I
• 2:20
  worked
• 2:20
  for
• 2:20
  over
• 2:21
  12
• 2:21
  years
• 2:21
  in
• 2:22
  customer
• 2:22
  service
• 2:23
  with
• 2:23
  Patemba.
• 2:25
  Started
• 2:27
  small
• 2:27
  as
• 2:27
  a
• 2:27
  customer
• 2:29
  advisor,
• 2:30
  customer
• 2:30
  service
• 2:30
  advisor,
• 2:32
  then
• 2:32
  grew
• 2:33
  into
• 2:33
  the
• 2:34
  normal
• 2:34
  steps
• 2:34
  like
• 2:35
  team
• 2:35
  lead
• 2:35
  supervisor
• 2:37
  went,
• 2:38
  then
• 2:38
  as
• 2:38
  customer
• 2:39
  service
• 2:39
  manager
• 2:40
  and
• 2:42
  only
• 2:42
  the
• 2:42
  last
• 2:42
  year
• 2:43
  I
• 2:43
  have
• 2:43
  left
• 2:43
  customer
• 2:44
  services
• 2:44
  really
• 2:45
  and
• 2:46
  are
• 2:46
  looking
• 2:46
  more
• 2:46
  at
• 2:47
  the
• 2:47
  operational
• 2:47
  Side,
• 2:48
  petemba
• 2:49
  is
• 2:51
  a
• 2:52
  middleman
• 2:53
  for
• 2:53
  brands
• 2:54
  that
• 2:55
  want
• 2:55
  to
• 2:56
  see
• 2:56
  how
• 2:57
  their
• 2:57
  products
• 2:58
  really
• 2:59
  are
• 2:59
  accepted
• 3:00
  by
• 3:00
  customers
• 3:00
  all
• 3:01
  over
• 3:01
  the
• 3:01
  world
• 3:02
  without
• 3:03
  having
• 3:03
  to
• 3:03
  invest
• 3:04
  in
• 3:05
  to
• 3:05
  their
• 3:05
  own
• 3:05
  customer
• 3:06
  service
• 3:08
  volume,
• 3:08
  really.
• 3:11
  And
• 3:11
  that's
• 3:12
  where
• 3:12
  Edis
• 3:12
  comes
• 3:13
  in
• 3:13
  for
• 3:13
  us,
• 3:14
  because
• 3:14
  we
• 3:15
  wouldn't
• 3:15
  be
• 3:15
  able
• 3:16
  to
• 3:17
  sell
• 3:17
  brand
• 3:18
  products
• 3:18
  over
• 3:19
  130
• 3:20
  marketplaces
• 3:21
  without
• 3:21
  having
• 3:22
  the
• 3:23
  back
• 3:23
  support
• 3:23
  of
• 3:23
  Edesk,
• 3:24
  who
• 3:25
  brings
• 3:26
  all
• 3:27
  the
• 3:28
  customer
• 3:28
  inquiries
• 3:29
  into
• 3:29
  one
• 3:30
  platform.
• 3:32
  And
• 3:32
  that's
• 3:32
  great,
• 3:33
  really.
• 3:34
  Okay,
• 3:35
  right,
• 3:35
  so
• 3:35
  that
• 3:36
  led
• 3:36
  nicely
• 3:37
  over
• 3:37
  to
• 3:37
  Gareth.
• 3:38
  So,
• 3:38
  Gareth,
• 3:39
  who
• 3:39
  are
• 3:39
  you
• 3:39
  and
• 3:40
  who
• 3:40
  is
• 3:40
  at
• 3:40
  Edesk?
• 3:41
  Yeah,
• 3:42
  well,
• 3:42
  thanks.
• 3:43
  You
• 3:43
  explained
• 3:44
  the
• 3:44
  product
• 3:44
  very
• 3:44
  well,
• 3:44
  maybe
• 3:45
  better
• 3:45
  than
• 3:45
  even
• 3:45
  I
• 3:45
  can
• 3:45
  explain
• 3:46
  it,
• 3:46
  so
• 3:47
  thank
• 3:47
  you
• 3:47
  for
• 3:48
  that.
• 3:48
  Yeah.
• 3:48
  I'm
• 3:49
  Gareth
• 3:50
  Cummings.
• 3:50
  I'm
• 3:50
  the
• 3:50
  CEO
• 3:51
  of
• 3:51
  Edesk.
• 3:52
  I've
• 3:53
  worked
• 3:53
  in
• 3:53
  the
• 3:53
  company
• 3:53
  for
• 3:54
  nearly
• 3:54
  eight
• 3:54
  years.
• 3:55
  I
• 3:55
  started
• 3:55
  off
• 3:56
  actually
• 3:56
  as
• 3:56
  the
• 3:56
  cto,
• 3:57
  so
• 3:57
  I
• 3:57
  looked
• 3:58
  after
• 3:59
  the
• 3:59
  technology
• 3:59
  and
• 4:00
  the
• 4:00
  product
• 4:01
  and
• 4:01
  then
• 4:01
  in
• 4:01
  the
• 4:02
  last
• 4:02
  15
• 4:02
  months
• 4:03
  or
• 4:03
  so,
• 4:03
  kind
• 4:03
  of
• 4:03
  stepped
• 4:03
  up
• 4:04
  and
• 4:04
  be
• 4:04
  CEO
• 4:04
  as
• 4:05
  a
• 4:05
  business.
• 4:05
  Edesk,
• 4:06
  as
• 4:06
  Irene
• 4:07
  says,
• 4:07
  focuses
• 4:08
  on
• 4:10
  helping
• 4:11
  E
• 4:11
  commerce
• 4:11
  sellers
• 4:12
  who
• 4:12
  sell
• 4:12
  online
• 4:12
  do
• 4:13
  customer
• 4:13
  support.
• 4:14
  And
• 4:14
  typically
• 4:15
  these
• 4:16
  sellers
• 4:16
  sell
• 4:16
  on
• 4:17
  multiple
• 4:17
  different
• 4:18
  locations,
• 4:18
  be
• 4:18
  it
• 4:18
  marketplaces,
• 4:19
  but
• 4:20
  also
• 4:20
  D2C
• 4:21
  and
• 4:22
  even
• 4:22
  these
• 4:23
  days,
• 4:23
  social
• 4:23
  channels
• 4:24
  like
• 4:24
  TikTok
• 4:24
  Shop
• 4:25
  and
• 4:25
  so
• 4:25
  on
• 4:25
  and
• 4:25
  so
• 4:25
  forth.
• 4:26
  And
• 4:26
  yeah,
• 4:26
  as
• 4:26
  Irene
• 4:27
  says,
• 4:27
  we
• 4:27
  essentially
• 4:28
  connect
• 4:28
  to
• 4:29
  all
• 4:29
  those
• 4:29
  platforms
• 4:29
  and
• 4:29
  pull
• 4:30
  all
• 4:30
  the
• 4:30
  messages
• 4:30
  and
• 4:31
  all
• 4:31
  the
• 4:31
  orders
• 4:31
  into
• 4:31
  a
• 4:32
  single
• 4:32
  inbox
• 4:32
  and
• 4:33
  that
• 4:33
  allows
• 4:33
  you
• 4:34
  as
• 4:34
  a
• 4:35
  team
• 4:35
  then
• 4:35
  to
• 4:35
  respond
• 4:36
  to
• 4:36
  all
• 4:36
  those
• 4:36
  different
• 4:36
  queries
• 4:37
  across
• 4:37
  those
• 4:38
  different
• 4:38
  channels.
• 4:38
  So
• 4:39
  that's
• 4:39
  really
• 4:39
  what
• 4:39
  we
• 4:39
  do
• 4:39
  in
• 4:39
  Edesk
• 4:40
  and
• 4:40
  that's
• 4:40
  what
• 4:41
  we
• 4:41
  focus
• 4:41
  on.
• 4:42
  Okay.
• 4:43
  Leaves
• 4:43
  just
• 4:43
  one
• 4:44
  question
• 4:44
  open,
• 4:45
  Irene.
• 4:45
  How
• 4:45
  did
• 4:45
  an
• 4:46
  Austrian
• 4:46
  girl
• 4:47
  make
• 4:47
  her
• 4:47
  way
• 4:47
  to
• 4:47
  Nottinghamshire?
• 4:49
  Oh,
• 4:50
  my
• 4:50
  God.
• 4:53
  I
• 4:53
  think
• 4:54
  opening
• 4:55
  Europe
• 4:56
  borders
• 4:56
  was
• 4:57
  really
• 4:57
  the
• 5:00
  trigger
• 5:00
  point
• 5:01
  for
• 5:01
  us.
• 5:03
  And
• 5:04
  at
• 5:04
  the
• 5:04
  time
• 5:05
  my
• 5:05
  kids
• 5:05
  were
• 5:06
  babies,
• 5:07
  really,
• 5:07
  and
• 5:07
  we
• 5:08
  decided
• 5:08
  we
• 5:08
  want
• 5:09
  to
• 5:09
  go
• 5:10
  where
• 5:10
  we
• 5:10
  can
• 5:10
  grow
• 5:12
  and
• 5:12
  ended
• 5:13
  up
• 5:13
  in
• 5:13
  Nottinghamshire.
• 5:16
  That's
• 5:17
  really
• 5:17
  cool
• 5:18
  and
• 5:18
  quite
• 5:19
  fitting
• 5:19
  for
• 5:19
  an
• 5:19
  international
• 5:20
  story,
• 5:20
  as
• 5:21
  is
• 5:22
  the
• 5:22
  one
• 5:22
  of
• 5:22
  the
• 5:22
  template
• 5:23
  as
• 5:23
  well.
• 5:24
  Okay,
• 5:24
  so,
• 5:25
  yeah,
• 5:25
  thank
• 5:25
  you
• 5:25
  to
• 5:25
  the
• 5:26
  both
• 5:26
  of
• 5:26
  you
• 5:26
  then.
• 5:27
  I
• 5:27
  think
• 5:27
  we
• 5:28
  are
• 5:28
  set
• 5:28
  to
• 5:28
  have
• 5:29
  an
• 5:29
  interesting
• 5:30
  conversation
• 5:31
  about
• 5:31
  the
• 5:31
  world
• 5:31
  of
• 5:32
  customer
• 5:32
  service
• 5:32
  on
• 5:32
  marketplaces,
• 5:33
  which
• 5:34
  we
• 5:34
  will
• 5:34
  start
• 5:34
  right
• 5:35
  into
• 5:35
  after
• 5:35
  a
• 5:36
  very
• 5:36
  short
• 5:37
  advertisement
• 5:37
  break.
• 5:42
  Do
• 5:42
  you
• 5:43
  know
• 5:43
  when
• 5:43
  the
• 5:43
  king
• 5:44
  celebrates
• 5:44
  his
• 5:45
  birthday?
• 5:45
  I'm
• 5:46
  talking
• 5:46
  about
• 5:46
  the
• 5:46
  Dutch
• 5:46
  king,
• 5:47
  of
• 5:47
  course,
• 5:47
  in
• 5:47
  the
• 5:47
  Netherlands.
• 5:48
  Traditionally,
• 5:49
  27th
• 5:50
  of
• 5:50
  April
• 5:50
  is
• 5:51
  King's
• 5:51
  Day
• 5:51
  and
• 5:52
  it's
• 5:52
  a
• 5:52
  major
• 5:52
  retail
• 5:53
  moment
• 5:53
  there.
• 5:54
  One
• 5:54
  that
• 5:54
  can
• 5:54
  generate
• 5:55
  additional
• 5:56
  revenue
• 5:56
  for
• 5:56
  sellers
• 5:57
  if
• 5:57
  they
• 5:57
  understand
• 5:58
  how
• 5:58
  this
• 5:59
  occasion
• 5:59
  really
• 6:00
  works.
• 6:01
  Because
• 6:01
  King's
• 6:01
  Day
• 6:01
  is
• 6:02
  not
• 6:02
  a
• 6:02
  classic
• 6:02
  discount
• 6:03
  event.
• 6:04
  Together
• 6:04
  with
• 6:05
  our
• 6:05
  partner,
• 6:05
  Boel,
• 6:05
  the
• 6:06
  largest
• 6:06
  online
• 6:06
  Marketplaces
• 6:07
  in
• 6:07
  the
• 6:07
  Netherlands.
• 6:08
  We
• 6:08
  have
• 6:08
  analyzed
• 6:09
  which
• 6:09
  products
• 6:10
  truly
• 6:10
  perform
• 6:11
  during
• 6:11
  King's
• 6:12
  Day
• 6:12
  in
• 6:12
  the
• 6:12
  Netherlands
• 6:13
  and
• 6:14
  why.
• 6:14
  Simply
• 6:14
  offering
• 6:15
  orange
• 6:15
  items
• 6:16
  is
• 6:16
  not
• 6:16
  enough,
• 6:17
  though
• 6:17
  orange
• 6:18
  things
• 6:18
  do
• 6:18
  help
• 6:19
  in
• 6:19
  the
• 6:20
  final
• 6:20
  phase,
• 6:20
  one
• 6:21
  factor
• 6:21
  matters
• 6:21
  above
• 6:22
  all,
• 6:22
  and
• 6:22
  that
• 6:22
  is
• 6:22
  delivery
• 6:23
  capability.
• 6:24
  In
• 6:24
  the
• 6:24
  Netherlands,
• 6:25
  next
• 6:25
  day
• 6:25
  delivery
• 6:26
  is
• 6:26
  standard
• 6:26
  expectation
• 6:27
  and
• 6:28
  if
• 6:28
  that
• 6:28
  reliability
• 6:28
  is
• 6:29
  missing,
• 6:29
  customers
• 6:30
  switch
• 6:30
  sellers.
• 6:31
  To
• 6:31
  support
• 6:31
  this,
• 6:32
  BOL
• 6:32
  offers
• 6:33
  seasonal
• 6:33
  campaign
• 6:33
  formats
• 6:34
  and
• 6:34
  clearly
• 6:35
  defined
• 6:35
  retail
• 6:36
  moments
• 6:36
  where
• 6:37
  relevant
• 6:37
  assortments
• 6:38
  can
• 6:38
  be
• 6:38
  integrated
• 6:39
  provided
• 6:39
  sellers
• 6:40
  plan
• 6:40
  early
• 6:41
  and
• 6:41
  clearly
• 6:42
  separate
• 6:42
  occasion
• 6:43
  driven
• 6:43
  products
• 6:44
  from
• 6:44
  evergreen
• 6:44
  ranges.
• 6:45
  And
• 6:45
  this
• 6:46
  principle
• 6:46
  does
• 6:46
  not
• 6:46
  only
• 6:47
  apply
• 6:47
  to
• 6:47
  King's
• 6:48
  Day.
• 6:48
  The
• 6:48
  same
• 6:49
  logic
• 6:49
  also
• 6:49
  holds
• 6:50
  for,
• 6:50
  for
• 6:50
  example
• 6:51
  back
• 6:51
  to
• 6:51
  school
• 6:52
  or
• 6:52
  major
• 6:52
  sport
• 6:53
  events
• 6:53
  or
• 6:53
  other
• 6:54
  seasonal
• 6:54
  peaks.
• 6:55
  If
• 6:55
  you
• 6:55
  want
• 6:56
  to
• 6:56
  understand
• 6:56
  how
• 6:56
  to
• 6:57
  strategically
• 6:58
  leverage
• 6:58
  these
• 6:58
  preparation
• 6:59
  windows,
• 6:59
  you'll
• 7:00
  find
• 7:00
  our
• 7:00
  full
• 7:00
  deep
• 7:01
  dive
• 7:01
  with
• 7:02
  BULL
• 7:02
  on
• 7:02
  King's
• 7:03
  Day
• 7:03
  and
• 7:03
  other
• 7:04
  event
• 7:04
  seasons
• 7:05
  peaks
• 7:06
  in
• 7:06
  the
• 7:06
  show.
• 7:11
  Okay
• 7:11
  then
• 7:12
  I
• 7:12
  guess
• 7:12
  let's
• 7:13
  dive
• 7:13
  into
• 7:13
  it.
• 7:14
  So
• 7:15
  maybe
• 7:16
  to
• 7:16
  start
• 7:16
  out
• 7:16
  with
• 7:18
  with
• 7:18
  Irene,
• 7:19
  why
• 7:19
  don't
• 7:19
  you
• 7:20
  tell
• 7:20
  us
• 7:20
  a
• 7:20
  bit
• 7:20
  about
• 7:22
  your
• 7:22
  business
• 7:22
  on
• 7:23
  marketplaces
• 7:23
  and
• 7:24
  especially
• 7:24
  how
• 7:25
  that
• 7:25
  looks
• 7:25
  in
• 7:25
  the
• 7:26
  customer
• 7:26
  service
• 7:27
  area.
• 7:27
  So
• 7:28
  what
• 7:28
  are
• 7:28
  we
• 7:28
  talking
• 7:29
  about
• 7:29
  here?
• 7:30
  How
• 7:30
  many
• 7:31
  customer
• 7:31
  tickets
• 7:32
  do
• 7:32
  you
• 7:32
  have
• 7:33
  a
• 7:33
  day?
• 7:33
  I
• 7:34
  mean
• 7:34
  how
• 7:34
  many
• 7:34
  different
• 7:35
  marketplaces
• 7:35
  and
• 7:35
  how
• 7:36
  different
• 7:36
  are
• 7:36
  they?
• 7:36
  So
• 7:37
  what
• 7:37
  is
• 7:37
  like
• 7:37
  the
• 7:37
  the
• 7:38
  main
• 7:39
  challenge
• 7:39
  here
• 7:39
  for
• 7:39
  you?
• 7:41
  So
• 7:42
  we
• 7:42
  are
• 7:42
  dealing
• 7:43
  with
• 7:44
  over
• 7:45
  thousand
• 7:46
  customer
• 7:47
  emails
• 7:48
  daily.
• 7:49
  Oh
• 7:50
  really?
• 7:54
  Our
• 7:55
  challenges
• 7:55
  is
• 7:56
  we
• 7:57
  have
• 7:57
  a
• 7:57
  lot
• 7:57
  of
• 7:57
  marketplaces
• 7:58
  that
• 7:58
  have
• 7:59
  different
• 7:59
  SLAs.
• 8:00
  Response
• 8:01
  times
• 8:03
  are
• 8:03
  with
• 8:03
  Australia,
• 8:04
  Japan
• 8:05
  at
• 8:05
  completely
• 8:06
  different
• 8:06
  time
• 8:06
  zones
• 8:07
  as
• 8:07
  well.
• 8:09
  And
• 8:10
  if
• 8:11
  you
• 8:11
  would
• 8:11
  need
• 8:13
  to
• 8:13
  log
• 8:13
  in
• 8:14
  and
• 8:14
  out
• 8:14
  of
• 8:15
  marketplaces,
• 8:15
  even
• 8:16
  if
• 8:16
  it
• 8:16
  takes
• 8:17
  only
• 8:17
  a
• 8:18
  minute,
• 8:21
  a
• 8:21
  minute
• 8:21
  times
• 8:21
  130
• 8:22
  is
• 8:23
  already
• 8:23
  a
• 8:23
  lot
• 8:24
  of
• 8:24
  time
• 8:24
  gone.
• 8:26
  Really
• 8:26
  not
• 8:27
  possible
• 8:27
  to
• 8:27
  do.
• 8:29
  And
• 8:30
  we
• 8:30
  started
• 8:31
  small
• 8:33
  using
• 8:33
  Gmail
• 8:34
  really
• 8:34
  to
• 8:34
  begin
• 8:34
  with,
• 8:35
  then
• 8:35
  branched
• 8:36
  out
• 8:36
  into
• 8:36
  different
• 8:37
  options
• 8:38
  and
• 8:39
  finally
• 8:40
  ended
• 8:40
  up
• 8:40
  with
• 8:40
  Edesk
• 8:42
  which
• 8:43
  really
• 8:43
  helps
• 8:44
  us
• 8:44
  to
• 8:44
  bring
• 8:44
  everything
• 8:45
  in.
• 8:45
  It
• 8:46
  also
• 8:46
  helps
• 8:46
  us
• 8:46
  to
• 8:47
  scale
• 8:48
  important
• 8:48
  tickets
• 8:49
  to
• 8:49
  make
• 8:49
  them
• 8:50
  priorities.
• 8:51
  So
• 8:51
  we
• 8:52
  are
• 8:52
  not
• 8:52
  working
• 8:52
  at
• 8:53
  a
• 8:53
  first
• 8:54
  come
• 8:54
  first
• 8:55
  serve
• 8:56
  basis.
• 8:57
  It's
• 8:57
  set
• 8:57
  for
• 8:58
  customer
• 8:58
  to
• 8:58
  hear
• 8:58
  but
• 8:59
  unfortunately
• 9:00
  marketplaces
• 9:01
  dictate
• 9:01
  that.
• 9:02
  And
• 9:05
  some
• 9:05
  marketplaces
• 9:06
  say
• 9:06
  we
• 9:07
  want
• 9:07
  our
• 9:07
  tickets
• 9:08
  responded
• 9:08
  within
• 9:08
  48
• 9:09
  hours,
• 9:10
  some
• 9:10
  come
• 9:10
  and
• 9:11
  say
• 9:11
  you
• 9:11
  need
• 9:12
  to
• 9:12
  respond
• 9:12
  within
• 9:12
  24
• 9:13
  hours.
• 9:13
  The
• 9:14
  next
• 9:14
  one
• 9:14
  comes.
• 9:15
  We
• 9:15
  have
• 9:15
  marketplaces
• 9:16
  that
• 9:16
  expect
• 9:17
  a
• 9:17
  reply
• 9:18
  within
• 9:18
  seven
• 9:18
  hours.
• 9:20
  So
• 9:21
  that
• 9:21
  already
• 9:23
  brings
• 9:23
  the
• 9:24
  need
• 9:24
  to
• 9:24
  filter
• 9:26
  the
• 9:26
  incoming
• 9:26
  emails
• 9:27
  by
• 9:27
  priority.
• 9:28
  And
• 9:29
  with
• 9:29
  Edist
• 9:29
  we
• 9:30
  can
• 9:30
  set
• 9:30
  our
• 9:31
  own
• 9:31
  SLAs
• 9:31
  per
• 9:32
  marketplace
• 9:34
  which
• 9:34
  helps
• 9:34
  us
• 9:34
  then
• 9:35
  to
• 9:35
  really
• 9:36
  look
• 9:38
  on
• 9:38
  a
• 9:38
  timely
• 9:39
  frame
• 9:40
  which
• 9:41
  tickets
• 9:41
  need
• 9:42
  to
• 9:42
  be
• 9:43
  addressed
• 9:44
  to
• 9:44
  stick
• 9:44
  with
• 9:45
  the
• 9:45
  marketplace
• 9:45
  targets.
• 9:46
  Really
• 9:49
  Gareth,
• 9:49
  I
• 9:49
  think
• 9:49
  Irene
• 9:50
  has
• 9:50
  already
• 9:50
  touched
• 9:51
  upon
• 9:51
  the
• 9:51
  complexity
• 9:52
  that
• 9:52
  is
• 9:52
  behind
• 9:53
  these
• 9:54
  customer
• 9:54
  support
• 9:57
  doings
• 9:58
  on
• 9:58
  our
• 9:58
  marketplaces.
• 9:59
  So
• 9:59
  is
• 10:00
  that
• 10:00
  something
• 10:00
  that
• 10:01
  sellers
• 10:01
  often
• 10:02
  underestimate?
• 10:05
  Yes,
• 10:05
  I
• 10:05
  think
• 10:06
  so.
• 10:06
  I
• 10:06
  think
• 10:06
  Irene
• 10:07
  explained
• 10:07
  it
• 10:07
  very
• 10:07
  well
• 10:07
  actually.
• 10:08
  Each
• 10:09
  marketplace
• 10:10
  has
• 10:10
  its
• 10:10
  own
• 10:10
  rules
• 10:11
  and
• 10:13
  quirks,
• 10:13
  I
• 10:13
  guess,
• 10:14
  in
• 10:14
  terms
• 10:14
  of
• 10:14
  how
• 10:14
  they
• 10:14
  operate.
• 10:17
  And
• 10:18
  you
• 10:18
  know,
• 10:18
  typically
• 10:18
  you're
• 10:18
  not
• 10:19
  owning
• 10:19
  that
• 10:19
  customer
• 10:20
  relationship
• 10:20
  in
• 10:20
  a
• 10:20
  marketplace.
• 10:21
  It's
• 10:21
  true
• 10:21
  to
• 10:21
  marketplace
• 10:22
  where
• 10:22
  you're
• 10:22
  providing
• 10:22
  that
• 10:22
  support.
• 10:23
  And
• 10:23
  in
• 10:24
  fact,
• 10:25
  on
• 10:25
  certain
• 10:25
  marketplaces,
• 10:26
  if
• 10:26
  you
• 10:26
  don't
• 10:26
  adhere
• 10:26
  to
• 10:26
  Those
• 10:27
  standards,
• 10:27
  those
• 10:28
  SLAs
• 10:28
  or
• 10:28
  those
• 10:28
  response
• 10:29
  times,
• 10:29
  you
• 10:29
  can
• 10:29
  actually
• 10:30
  be
• 10:31
  essentially
• 10:31
  punished
• 10:32
  or
• 10:32
  downgraded
• 10:33
  on
• 10:33
  those
• 10:33
  picture
• 10:33
  marketplaces.
• 10:34
  So
• 10:35
  not
• 10:35
  only
• 10:35
  does
• 10:36
  it
• 10:36
  impact
• 10:36
  the
• 10:37
  customer
• 10:37
  experience,
• 10:37
  it
• 10:38
  actually
• 10:38
  impacts
• 10:38
  your
• 10:39
  business.
• 10:40
  So
• 10:41
  when
• 10:42
  you're
• 10:42
  selling
• 10:42
  on
• 10:42
  marketplaces,
• 10:43
  you
• 10:43
  need
• 10:43
  to
• 10:43
  think
• 10:44
  of
• 10:44
  it
• 10:44
  as
• 10:44
  the
• 10:45
  support
• 10:45
  element,
• 10:45
  as
• 10:46
  actually
• 10:46
  part
• 10:47
  of
• 10:48
  the
• 10:48
  core
• 10:48
  infrastructure.
• 10:49
  Because
• 10:50
  again,
• 10:51
  if
• 10:51
  you
• 10:51
  don't
• 10:52
  respond,
• 10:52
  if
• 10:52
  you
• 10:52
  don't
• 10:52
  adhere
• 10:53
  to
• 10:53
  those
• 10:53
  SLAs,
• 10:54
  then
• 10:54
  you
• 10:54
  can
• 10:54
  actually
• 10:55
  downgrade
• 10:56
  your
• 10:57
  ability
• 10:57
  to
• 10:57
  sell
• 10:57
  on
• 10:58
  those
• 10:58
  platforms.
• 10:58
  And
• 10:59
  I
• 10:59
  think
• 10:59
  that
• 11:00
  it's
• 11:00
  not
• 11:01
  always
• 11:01
  apparent
• 11:03
  to
• 11:03
  sellers
• 11:04
  when
• 11:04
  they
• 11:04
  are
• 11:05
  entering
• 11:05
  those
• 11:05
  marketplaces
• 11:06
  to
• 11:06
  kind
• 11:06
  of
• 11:06
  how
• 11:07
  those
• 11:07
  rules
• 11:07
  work
• 11:07
  and
• 11:08
  how
• 11:10
  that
• 11:10
  particular
• 11:10
  ecosystem
• 11:11
  is.
• 11:13
  I
• 11:13
  mean,
• 11:13
  could
• 11:13
  you
• 11:14
  look
• 11:14
  into
• 11:14
  this
• 11:15
  in
• 11:15
  a
• 11:15
  bit
• 11:16
  more
• 11:16
  detail?
• 11:16
  So
• 11:16
  how
• 11:18
  do
• 11:19
  SLAs
• 11:19
  and
• 11:20
  platform
• 11:20
  rules
• 11:20
  and
• 11:21
  all
• 11:21
  the
• 11:22
  account
• 11:22
  health
• 11:22
  mechanisms
• 11:23
  that
• 11:23
  you
• 11:23
  have
• 11:23
  to
• 11:24
  look
• 11:24
  after,
• 11:25
  how
• 11:26
  they
• 11:26
  do,
• 11:26
  they
• 11:26
  affect
• 11:27
  the
• 11:27
  way
• 11:27
  that
• 11:27
  your
• 11:28
  support
• 11:28
  is
• 11:29
  structured
• 11:30
  now.
• 11:30
  So
• 11:31
  maybe
• 11:31
  can
• 11:31
  you
• 11:31
  give
• 11:32
  us
• 11:32
  a
• 11:32
  few
• 11:32
  examples
• 11:34
  that
• 11:34
  go
• 11:34
  into
• 11:35
  a
• 11:35
  bit
• 11:35
  more
• 11:35
  detail?
• 11:36
  Yeah,
• 11:37
  definitely.
• 11:40
  When
• 11:40
  you
• 11:40
  start
• 11:41
  playing
• 11:41
  on
• 11:41
  different
• 11:42
  marketplaces,
• 11:43
  really
• 11:43
  you
• 11:45
  need
• 11:45
  to
• 11:45
  restructure
• 11:46
  how
• 11:47
  your
• 11:48
  team
• 11:48
  really
• 11:48
  works.
• 11:49
  They
• 11:50
  are
• 11:50
  not
• 11:50
  really
• 11:51
  solely
• 11:52
  customer
• 11:53
  service
• 11:53
  agents
• 11:54
  with
• 11:54
  a
• 11:54
  nice
• 11:54
  soft
• 11:55
  skill.
• 11:56
  They
• 11:56
  also
• 11:56
  need
• 11:56
  technical
• 11:57
  skill.
• 11:57
  They
• 11:58
  need
• 11:59
  the
• 11:59
  knowledge
• 12:00
  behind
• 12:01
  really
• 12:03
  what
• 12:03
  each
• 12:03
  marketplace
• 12:04
  expects.
• 12:07
  We
• 12:07
  have
• 12:07
  marketplaces
• 12:08
  that
• 12:09
  expect
• 12:10
  a
• 12:10
  reply
• 12:11
  in
• 12:11
  the
• 12:11
  customer's
• 12:12
  language,
• 12:13
  for
• 12:13
  example.
• 12:14
  So
• 12:15
  you
• 12:15
  need
• 12:15
  to
• 12:15
  have
• 12:16
  a
• 12:16
  system
• 12:16
  in
• 12:16
  place
• 12:17
  to
• 12:17
  be
• 12:17
  able
• 12:18
  to
• 12:18
  respond
• 12:18
  in
• 12:18
  that
• 12:19
  language
• 12:19
  at
• 12:20
  a
• 12:20
  level
• 12:22
  that's
• 12:22
  understandable.
• 12:23
  On
• 12:23
  the
• 12:23
  other
• 12:23
  hand,
• 12:24
  also
• 12:26
  look
• 12:26
  into
• 12:26
  social
• 12:27
  rules,
• 12:28
  for
• 12:29
  example,
• 12:30
  because
• 12:30
  yes,
• 12:31
  in
• 12:31
  English
• 12:31
  you
• 12:31
  have
• 12:31
  the
• 12:32
  you
• 12:32
  which
• 12:32
  is
• 12:33
  used
• 12:33
  for
• 12:33
  both
• 12:34
  personal
• 12:34
  and
• 12:36
  polite.
• 12:37
  Other
• 12:38
  languages
• 12:39
  like
• 12:39
  German
• 12:40
  have
• 12:40
  a
• 12:40
  polite
• 12:41
  version
• 12:42
  and
• 12:42
  a
• 12:42
  personal
• 12:43
  version.
• 12:43
  If
• 12:43
  you
• 12:44
  would
• 12:44
  mix
• 12:44
  them
• 12:44
  up.
• 12:45
  We
• 12:45
  had
• 12:46
  that
• 12:46
  before.
• 12:48
  Customers
• 12:48
  don't
• 12:49
  look
• 12:49
  kindly
• 12:50
  at
• 12:50
  things
• 12:50
  like
• 12:50
  that.
• 12:52
  So
• 12:53
  really
• 12:54
  important
• 12:56
  and
• 12:57
  what
• 12:58
  we
• 12:58
  tend,
• 12:58
  we
• 12:59
  have
• 12:59
  a
• 12:59
  knowledge
• 13:00
  base
• 13:00
  in
• 13:00
  the
• 13:00
  background
• 13:01
  which
• 13:01
  is
• 13:01
  huge
• 13:02
  really
• 13:03
  because
• 13:04
  130
• 13:05
  marketplaces,
• 13:06
  some
• 13:06
  leaving,
• 13:06
  some
• 13:07
  coming,
• 13:08
  nobody
• 13:08
  can
• 13:09
  remember
• 13:09
  everything
• 13:10
  of
• 13:10
  that
• 13:10
  one.
• 13:11
  So
• 13:12
  having
• 13:12
  this
• 13:12
  knowledge
• 13:13
  in
• 13:13
  the
• 13:13
  back
• 13:14
  for
• 13:14
  everybody
• 13:15
  to
• 13:15
  look
• 13:16
  into
• 13:16
  when
• 13:16
  they
• 13:16
  need
• 13:17
  to,
• 13:17
  when
• 13:17
  they
• 13:17
  are
• 13:17
  not
• 13:18
  hundred
• 13:18
  percent
• 13:19
  sure,
• 13:19
  is
• 13:19
  that
• 13:19
  marketplace
• 13:20
  now
• 13:21
  a
• 13:22
  free
• 13:22
  return
• 13:22
  for
• 13:22
  a
• 13:23
  customer,
• 13:23
  a
• 13:24
  paid
• 13:24
  return
• 13:24
  for
• 13:25
  a
• 13:25
  customer,
• 13:26
  you
• 13:27
  need
• 13:27
  that
• 13:27
  Backup
• 13:27
  for
• 13:28
  your
• 13:28
  team
• 13:28
  to
• 13:28
  make
• 13:28
  them
• 13:29
  successful,
• 13:30
  really.
• 13:32
  It's
• 13:32
  also
• 13:32
  the
• 13:33
  option
• 13:33
  of
• 13:33
  templates
• 13:34
  that
• 13:35
  edesk
• 13:35
  provides.
• 13:36
  So
• 13:38
  90%,
• 13:39
  I
• 13:39
  would
• 13:39
  say
• 13:40
  of
• 13:40
  our
• 13:41
  communication
• 13:42
  is
• 13:42
  really
• 13:44
  the
• 13:44
  standard
• 13:45
  thing.
• 13:46
  Where's
• 13:46
  my
• 13:47
  order?
• 13:47
  I
• 13:47
  want
• 13:47
  to
• 13:48
  cancel
• 13:48
  my
• 13:48
  order.
• 13:48
  What's
• 13:49
  my
• 13:49
  tracking
• 13:49
  number?
• 13:50
  How
• 13:50
  do
• 13:50
  I
• 13:50
  return
• 13:51
  my
• 13:52
  order?
• 13:53
  And
• 13:53
  there
• 13:54
  templates
• 13:54
  are
• 13:55
  a
• 13:55
  time
• 13:55
  saver
• 13:56
  really
• 13:56
  because
• 13:57
  A,
• 13:58
  you
• 13:58
  have
• 13:58
  a
• 13:58
  format
• 13:59
  that's
• 14:00
  suitable
• 14:00
  for
• 14:00
  all
• 14:00
  your
• 14:00
  marketplaces.
• 14:02
  Second,
• 14:03
  you
• 14:03
  don't
• 14:04
  get
• 14:04
  the
• 14:05
  tone
• 14:05
  wrong
• 14:06
  and
• 14:08
  it's
• 14:09
  done
• 14:09
  within
• 14:11
  30
• 14:11
  seconds
• 14:12
  really
• 14:13
  with
• 14:13
  Edesk.
• 14:16
  So
• 14:16
  we
• 14:16
  don't
• 14:16
  type
• 14:17
  really
• 14:17
  the
• 14:18
  standard
• 14:18
  replies
• 14:19
  out
• 14:20
  every
• 14:20
  time.
• 14:21
  That
• 14:21
  will
• 14:21
  take
• 14:22
  quite
• 14:23
  too
• 14:23
  much
• 14:23
  time
• 14:23
  for
• 14:24
  the
• 14:24
  agents.
• 14:27
  So
• 14:27
  templates
• 14:28
  is
• 14:28
  really
• 14:28
  to
• 14:29
  look
• 14:29
  into
• 14:30
  and
• 14:32
  once
• 14:32
  it
• 14:33
  goes
• 14:33
  over
• 14:33
  the
• 14:34
  template
• 14:34
  stage,
• 14:35
  there
• 14:35
  is
• 14:35
  where
• 14:36
  our
• 14:37
  agents
• 14:38
  really
• 14:38
  are
• 14:38
  needed.
• 14:39
  The
• 14:39
  personal
• 14:40
  touch,
• 14:41
  maybe
• 14:41
  a
• 14:41
  solution
• 14:42
  that's
• 14:42
  out
• 14:42
  of
• 14:43
  the
• 14:43
  rule
• 14:43
  book,
• 14:45
  if
• 14:45
  I
• 14:45
  would
• 14:45
  say
• 14:46
  so,
• 14:46
  to
• 14:46
  make
• 14:46
  customers
• 14:47
  happy,
• 14:48
  to
• 14:48
  get
• 14:49
  a
• 14:49
  nice
• 14:49
  feedback,
• 14:50
  things
• 14:50
  like
• 14:50
  that.
• 14:52
  Gareth,
• 14:53
  can
• 14:53
  you
• 14:53
  elaborate
• 14:53
  on
• 14:54
  that?
• 14:54
  Especially
• 14:54
  this
• 14:55
  multi
• 14:56
  stages
• 14:57
  that
• 14:57
  Irene
• 14:58
  just
• 14:58
  touched
• 14:58
  upon.
• 14:59
  So
• 14:59
  how
• 15:00
  do
• 15:00
  we
• 15:00
  decide
• 15:02
  what
• 15:02
  kind
• 15:02
  of
• 15:03
  customer
• 15:04
  queries
• 15:04
  are
• 15:05
  just
• 15:05
  the
• 15:05
  standard
• 15:06
  stuff
• 15:06
  that
• 15:06
  can
• 15:06
  be
• 15:06
  maybe
• 15:07
  even
• 15:07
  automized
• 15:08
  and
• 15:08
  when
• 15:08
  do
• 15:09
  we
• 15:09
  escalate
• 15:09
  in
• 15:09
  higher
• 15:10
  stages?
• 15:10
  And
• 15:11
  is
• 15:11
  that
• 15:11
  different
• 15:11
  on
• 15:12
  different
• 15:12
  marketplaces
• 15:13
  as
• 15:13
  well?
• 15:14
  Yeah,
• 15:15
  that's
• 15:15
  a
• 15:15
  great
• 15:16
  question.
• 15:16
  I
• 15:16
  think
• 15:16
  it's
• 15:16
  also,
• 15:18
  it
• 15:18
  can
• 15:18
  be
• 15:18
  different
• 15:18
  depending
• 15:19
  on
• 15:19
  the,
• 15:20
  the
• 15:20
  seller
• 15:20
  as
• 15:21
  well.
• 15:21
  But
• 15:22
  as
• 15:22
  Arlene
• 15:22
  says,
• 15:23
  I
• 15:23
  think
• 15:23
  typically
• 15:24
  where
• 15:24
  you
• 15:24
  can
• 15:24
  use
• 15:24
  automation
• 15:25
  is
• 15:26
  things
• 15:26
  like,
• 15:27
  where's
• 15:27
  my
• 15:27
  order?
• 15:28
  I
• 15:28
  want
• 15:29
  an
• 15:29
  invoice,
• 15:29
  you
• 15:30
  know,
• 15:30
  where's
• 15:30
  the
• 15:30
  tracking?
• 15:31
  Those
• 15:31
  standard
• 15:32
  type
• 15:32
  of
• 15:32
  queries
• 15:32
  that
• 15:33
  come
• 15:33
  in
• 15:33
  all
• 15:33
  the
• 15:34
  time
• 15:34
  and
• 15:34
  they
• 15:35
  typically
• 15:35
  come
• 15:36
  in
• 15:36
  on
• 15:36
  all
• 15:36
  different
• 15:37
  marketplaces.
• 15:38
  So
• 15:38
  they're
• 15:39
  the
• 15:39
  ones
• 15:39
  where
• 15:39
  you
• 15:39
  look
• 15:39
  to
• 15:40
  use
• 15:40
  automation
• 15:40
  because
• 15:41
  you
• 15:41
  want
• 15:41
  to
• 15:41
  answer
• 15:42
  them
• 15:42
  quickly
• 15:42
  and
• 15:42
  you
• 15:42
  want
• 15:42
  to
• 15:43
  take,
• 15:44
  you
• 15:44
  know,
• 15:44
  you
• 15:44
  want
• 15:44
  to
• 15:44
  take
• 15:44
  the
• 15:45
  load
• 15:45
  off
• 15:45
  the
• 15:45
  team,
• 15:46
  as
• 15:46
  I
• 15:46
  already
• 15:46
  mentioned
• 15:47
  already
• 15:47
  as
• 15:47
  well,
• 15:47
  you
• 15:47
  have
• 15:49
  customers
• 15:49
  or
• 15:49
  consumers
• 15:50
  in
• 15:50
  different
• 15:50
  time
• 15:50
  zones
• 15:51
  and
• 15:51
  different
• 15:52
  locations.
• 15:52
  So,
• 15:53
  you
• 15:53
  know,
• 15:53
  it
• 15:53
  could
• 15:53
  be,
• 15:54
  you
• 15:55
  know,
• 15:55
  noon
• 15:56
  at
• 15:56
  their
• 15:56
  time
• 15:57
  when
• 15:57
  they
• 15:57
  send
• 15:57
  you
• 15:58
  a
• 15:58
  query,
• 15:58
  but
• 15:58
  it
• 15:58
  could
• 15:58
  be
• 15:58
  3am
• 15:59
  in
• 15:59
  terms
• 15:59
  of
• 16:00
  where
• 16:00
  you're
• 16:00
  located.
• 16:01
  So
• 16:01
  automation
• 16:01
  can
• 16:02
  play
• 16:02
  a
• 16:02
  real
• 16:02
  role
• 16:02
  in
• 16:02
  terms
• 16:03
  of
• 16:03
  that
• 16:04
  quick
• 16:05
  response
• 16:05
  time
• 16:05
  in
• 16:06
  that,
• 16:06
  in
• 16:06
  the,
• 16:06
  in
• 16:06
  the
• 16:07
  247
• 16:08
  global
• 16:10
  world
• 16:10
  that
• 16:11
  we
• 16:11
  live
• 16:11
  in
• 16:12
  and
• 16:12
  alongside
• 16:13
  that
• 16:13
  multilingual
• 16:14
  capability
• 16:14
  as
• 16:14
  well.
• 16:14
  Right.
• 16:15
  Because
• 16:15
  if
• 16:15
  you
• 16:15
  have
• 16:15
  to
• 16:16
  build
• 16:16
  up
• 16:16
  that
• 16:18
  language
• 16:18
  skill
• 16:19
  with
• 16:19
  it
• 16:19
  when
• 16:19
  your
• 16:19
  team,
• 16:20
  that's,
• 16:20
  that's
• 16:20
  very
• 16:21
  difficult.
• 16:22
  Not
• 16:22
  only
• 16:22
  do
• 16:23
  you
• 16:23
  have
• 16:23
  to
• 16:23
  find
• 16:23
  the
• 16:23
  languages
• 16:23
  you
• 16:24
  need
• 16:24
  to
• 16:24
  think
• 16:24
  about,
• 16:26
  you
• 16:26
  know,
• 16:27
  because
• 16:27
  if
• 16:27
  you
• 16:27
  have
• 16:27
  a
• 16:28
  German
• 16:29
  speaker,
• 16:29
  but
• 16:29
  they
• 16:29
  go
• 16:29
  on
• 16:29
  holidays,
• 16:30
  what
• 16:30
  are
• 16:30
  you
• 16:30
  going
• 16:30
  to
• 16:30
  do
• 16:30
  for
• 16:30
  the
• 16:31
  two
• 16:31
  weeks
• 16:31
  when
• 16:31
  you
• 16:31
  know,
• 16:31
  so
• 16:33
  it's
• 16:33
  not
• 16:33
  just,
• 16:33
  it's
• 16:34
  not
• 16:34
  just
• 16:34
  a
• 16:34
  single
• 16:34
  person.
• 16:35
  Right.
• 16:35
  So
• 16:35
  I
• 16:35
  think
• 16:36
  that's
• 16:36
  where
• 16:36
  the,
• 16:37
  the
• 16:37
  multilingual
• 16:37
  capability
• 16:38
  within
• 16:38
  our
• 16:39
  platform
• 16:39
  obviously
• 16:39
  can
• 16:39
  help
• 16:40
  in
• 16:40
  terms
• 16:40
  of
• 16:40
  that
• 16:41
  scale
• 16:41
  and
• 16:41
  that
• 16:41
  global
• 16:41
  scale.
• 16:44
  And
• 16:45
  what
• 16:45
  we
• 16:45
  ultimately
• 16:46
  still
• 16:46
  believe
• 16:46
  in,
• 16:46
  the
• 16:46
  edesk
• 16:47
  that
• 16:47
  allows
• 16:47
  then
• 16:47
  your
• 16:48
  customer
• 16:48
  support
• 16:48
  team
• 16:49
  to
• 16:49
  be
• 16:49
  able
• 16:49
  to
• 16:49
  be
• 16:49
  focused
• 16:50
  more
• 16:50
  on
• 16:51
  higher
• 16:51
  value
• 16:52
  tasks
• 16:52
  in
• 16:52
  terms
• 16:53
  of
• 16:53
  dealing
• 16:53
  with
• 16:53
  more
• 16:53
  complex
• 16:54
  queries,
• 16:55
  VIP
• 16:56
  customers
• 16:58
  or
• 16:58
  even
• 16:59
  focusing
• 17:00
  on
• 17:01
  maybe
• 17:01
  what's
• 17:01
  driving
• 17:02
  some
• 17:02
  of
• 17:02
  the
• 17:02
  queries
• 17:02
  that
• 17:02
  are
• 17:03
  coming
• 17:03
  in
• 17:03
  to
• 17:03
  the
• 17:04
  support
• 17:04
  team.
• 17:04
  So
• 17:05
  like
• 17:05
  what
• 17:05
  are
• 17:05
  the
• 17:05
  problematic
• 17:06
  areas?
• 17:06
  So
• 17:06
  you
• 17:06
  can
• 17:06
  feed
• 17:07
  that
• 17:07
  back
• 17:07
  to
• 17:07
  the
• 17:07
  business.
• 17:08
  So
• 17:08
  is
• 17:08
  there
• 17:09
  a
• 17:09
  particular
• 17:09
  product
• 17:09
  or
• 17:10
  SKU
• 17:10
  that
• 17:11
  has
• 17:11
  a
• 17:11
  high
• 17:12
  level
• 17:12
  of
• 17:13
  returns,
• 17:13
  for
• 17:14
  example,
• 17:14
  or
• 17:15
  maybe
• 17:15
  there's
• 17:16
  some
• 17:16
  negative
• 17:16
  reviews
• 17:17
  coming
• 17:17
  in
• 17:17
  a
• 17:17
  certain
• 17:18
  product
• 17:18
  range.
• 17:19
  So
• 17:20
  when
• 17:20
  you're,
• 17:20
  when
• 17:20
  your
• 17:21
  support
• 17:21
  team
• 17:21
  have
• 17:21
  more
• 17:22
  time
• 17:22
  to
• 17:22
  focus
• 17:22
  on
• 17:22
  those
• 17:22
  and
• 17:23
  feed
• 17:23
  that
• 17:23
  back
• 17:23
  to
• 17:23
  the
• 17:23
  business,
• 17:24
  that's
• 17:24
  actually
• 17:25
  leads
• 17:26
  from
• 17:26
  a
• 17:26
  much
• 17:26
  better
• 17:27
  overall
• 17:27
  experience
• 17:28
  for
• 17:28
  your
• 17:28
  customer.
• 17:29
  Um,
• 17:30
  but
• 17:30
  if
• 17:30
  your
• 17:30
  team
• 17:30
  is
• 17:30
  very
• 17:31
  busy
• 17:31
  just
• 17:31
  doing
• 17:31
  the,
• 17:32
  without
• 17:32
  using
• 17:32
  automation,
• 17:33
  just,
• 17:33
  just
• 17:34
  trying
• 17:34
  to
• 17:34
  respond
• 17:35
  manually,
• 17:36
  that's
• 17:37
  difficult
• 17:37
  because,
• 17:37
  because
• 17:37
  every
• 17:38
  day
• 17:38
  is
• 17:38
  just,
• 17:39
  you
• 17:39
  know,
• 17:39
  they're,
• 17:39
  they're,
• 17:40
  they're
• 17:40
  nearly
• 17:40
  firefighting,
• 17:41
  you
• 17:41
  know.
• 17:41
  So
• 17:42
  we
• 17:42
  see
• 17:42
  it
• 17:42
  as
• 17:42
  use
• 17:42
  automation
• 17:43
  to
• 17:44
  you
• 17:44
  know,
• 17:44
  help
• 17:44
  you
• 17:45
  automate
• 17:46
  the
• 17:46
  routine
• 17:47
  queries
• 17:48
  and
• 17:48
  then
• 17:49
  yeah
• 17:49
  use,
• 17:49
  then
• 17:49
  you
• 17:50
  can
• 17:50
  use
• 17:50
  your
• 17:50
  team
• 17:50
  then
• 17:50
  to
• 17:51
  focus
• 17:51
  on
• 17:51
  more
• 17:51
  high,
• 17:52
  high
• 17:52
  value
• 17:52
  items
• 17:53
  and
• 17:53
  that,
• 17:53
  that
• 17:53
  becomes
• 17:53
  a
• 17:54
  good
• 17:55
  feedback
• 17:56
  loop
• 17:56
  within,
• 17:56
  within
• 17:57
  the
• 17:57
  overall
• 17:57
  business
• 17:57
  of
• 17:58
  what's
• 17:58
  going
• 17:58
  on.
• 17:59
  I
• 18:00
  like
• 18:00
  to,
• 18:00
  yeah.
• 18:01
  On
• 18:02
  top
• 18:02
  of
• 18:02
  Garrett's,
• 18:02
  where
• 18:03
  I
• 18:03
  want
• 18:03
  to
• 18:03
  add
• 18:04
  customer
• 18:05
  service
• 18:05
  wise
• 18:05
  is
• 18:07
  as
• 18:07
  a
• 18:07
  company
• 18:07
  you
• 18:08
  see,
• 18:08
  should
• 18:09
  see
• 18:09
  your
• 18:09
  customer
• 18:10
  service
• 18:10
  team
• 18:10
  as
• 18:10
  the
• 18:10
  watchdog
• 18:11
  of
• 18:11
  the
• 18:11
  company,
• 18:12
  which
• 18:13
  I
• 18:13
  class
• 18:14
  it
• 18:14
  as
• 18:14
  that
• 18:15
  because
• 18:15
  they
• 18:16
  are
• 18:16
  at
• 18:16
  a
• 18:16
  point
• 18:17
  where
• 18:17
  they
• 18:18
  will
• 18:18
  know
• 18:18
  first
• 18:18
  if
• 18:19
  a
• 18:19
  product
• 18:19
  has
• 18:19
  problems.
• 18:20
  They
• 18:20
  will
• 18:20
  know
• 18:20
  first
• 18:21
  if
• 18:21
  a
• 18:21
  carrier
• 18:21
  is
• 18:22
  not
• 18:22
  performing
• 18:22
  as
• 18:22
  they
• 18:22
  should,
• 18:23
  they
• 18:23
  will
• 18:23
  know
• 18:24
  first
• 18:24
  if
• 18:25
  they're
• 18:26
  is
• 18:26
  anything
• 18:27
  going
• 18:27
  on
• 18:27
  because
• 18:28
  they
• 18:28
  receive
• 18:28
  the
• 18:28
  feedback.
• 18:29
  And
• 18:29
  you
• 18:29
  really
• 18:30
  have
• 18:30
  to
• 18:30
  rely
• 18:31
  on
• 18:31
  an
• 18:31
  open
• 18:32
  and
• 18:32
  free
• 18:32
  conversation
• 18:33
  with
• 18:34
  your
• 18:34
  customer
• 18:34
  service
• 18:35
  team
• 18:36
  to
• 18:36
  be
• 18:36
  successful
• 18:37
  really
• 18:37
  on
• 18:38
  your
• 18:38
  marketplaces
• 18:41
  they
• 18:42
  have
• 18:42
  to
• 18:43
  look
• 18:43
  over
• 18:44
  how
• 18:44
  is
• 18:44
  the
• 18:45
  marketplace
• 18:45
  performing,
• 18:46
  are
• 18:46
  we
• 18:47
  close
• 18:47
  to
• 18:48
  breaching
• 18:49
  any
• 18:49
  SLAs?
• 18:50
  And
• 18:51
  then
• 18:51
  you
• 18:51
  have
• 18:51
  to
• 18:51
  attack,
• 18:52
  adapt
• 18:52
  really
• 18:53
  you
• 18:53
  have
• 18:54
  to
• 18:55
  maybe
• 18:55
  change
• 18:56
  your
• 18:56
  SLAs
• 18:57
  and
• 18:58
  make
• 18:59
  a
• 19:00
  marketplace
• 19:00
  that
• 19:00
  normally
• 19:01
  wasn't
• 19:01
  that
• 19:02
  of
• 19:02
  a
• 19:02
  priority,
• 19:03
  your
• 19:03
  priority
• 19:05
  to
• 19:05
  keep
• 19:05
  that
• 19:05
  marketplace
• 19:06
  alive.
• 19:06
  Really.
• 19:07
  And
• 19:09
  really
• 19:09
  to
• 19:09
  say
• 19:10
  your
• 19:10
  customer
• 19:10
  service
• 19:11
  team
• 19:11
  is
• 19:12
  your
• 19:12
  alarm.
• 19:15
  Yeah,
• 19:15
  we
• 19:16
  really
• 19:16
  believe
• 19:16
  in
• 19:16
  that
• 19:17
  in
• 19:17
  terms
• 19:17
  of
• 19:17
  putting
• 19:17
  the
• 19:18
  customer
• 19:18
  service
• 19:18
  team
• 19:18
  at
• 19:18
  the
• 19:18
  heart
• 19:19
  of
• 19:19
  the
• 19:19
  business
• 19:19
  because
• 19:19
  yeah,
• 19:20
  I,
• 19:20
  I
• 19:21
  see
• 19:21
  it
• 19:21
  sometimes
• 19:21
  and
• 19:22
  you
• 19:22
  know
• 19:22
  if,
• 19:23
  if
• 19:23
  Hannah
• 19:24
  Irene
• 19:24
  says
• 19:24
  they're,
• 19:25
  they're
• 19:26
  every
• 19:26
  day
• 19:27
  they're
• 19:27
  hearing
• 19:27
  from
• 19:27
  your,
• 19:28
  from
• 19:28
  your
• 19:28
  customers.
• 19:28
  If
• 19:29
  you
• 19:29
  just
• 19:29
  think
• 19:29
  about
• 19:29
  that,
• 19:29
  right,
• 19:30
  that,
• 19:30
  that,
• 19:30
  that
• 19:30
  feedback
• 19:31
  loop
• 19:31
  that
• 19:31
  has
• 19:31
  come
• 19:31
  into
• 19:31
  your
• 19:32
  business
• 19:32
  every
• 19:32
  single
• 19:33
  day
• 19:34
  is
• 19:34
  really,
• 19:34
  really
• 19:34
  valuable.
• 19:35
  Right.
• 19:35
  And
• 19:35
  I
• 19:36
  think
• 19:37
  I
• 19:37
  see
• 19:38
  sellers
• 19:38
  and
• 19:39
  E
• 19:40
  commerce
• 19:40
  sellers,
• 19:40
  the
• 19:41
  more
• 19:41
  successful
• 19:41
  ones,
• 19:41
  put,
• 19:42
  put
• 19:42
  the
• 19:42
  customer
• 19:43
  at
• 19:43
  the
• 19:43
  heart
• 19:43
  of
• 19:44
  the
• 19:44
  business
• 19:44
  because,
• 19:44
  because
• 19:45
  that
• 19:45
  feedback
• 19:45
  is
• 19:46
  so,
• 19:46
  so
• 19:46
  important
• 19:48
  and
• 19:48
  often,
• 19:49
  sometimes
• 19:50
  you
• 19:50
  see
• 19:50
  it
• 19:50
  kind
• 19:50
  of
• 19:50
  being
• 19:51
  pushed
• 19:51
  to
• 19:51
  the
• 19:51
  side
• 19:51
  or
• 19:51
  something
• 19:52
  as,
• 19:52
  as,
• 19:52
  as
• 19:53
  not
• 19:53
  as
• 19:53
  important,
• 19:53
  but
• 19:54
  it's
• 19:54
  so
• 19:54
  important
• 19:54
  and
• 19:55
  it
• 19:55
  helps
• 19:55
  you
• 19:55
  drive
• 19:56
  that
• 19:56
  repeat
• 19:56
  business
• 19:56
  and
• 19:57
  you
• 19:57
  know,
• 19:57
  that
• 19:58
  kind
• 19:58
  of
• 19:58
  flywheel.
• 19:58
  So
• 19:59
  yeah,
• 19:59
  I,
• 20:01
  and
• 20:01
  the
• 20:01
  successful
• 20:01
  businesses,
• 20:02
  I
• 20:02
  see
• 20:02
  that
• 20:02
  all
• 20:02
  the
• 20:02
  time
• 20:03
  in
• 20:03
  terms
• 20:03
  of
• 20:03
  that
• 20:03
  it
• 20:03
  is,
• 20:04
  it
• 20:04
  is
• 20:04
  put
• 20:04
  at
• 20:04
  the
• 20:04
  heart
• 20:05
  of
• 20:05
  the
• 20:05
  business.
• 20:06
  I'd
• 20:07
  definitely
• 20:07
  like
• 20:08
  to
• 20:08
  go
• 20:08
  into
• 20:08
  this
• 20:08
  a
• 20:09
  bit
• 20:09
  deeper
• 20:09
  a
• 20:09
  bit
• 20:10
  later,
• 20:10
  but
• 20:10
  before
• 20:12
  like
• 20:12
  how
• 20:12
  customer
• 20:13
  service
• 20:13
  feeds
• 20:13
  back
• 20:13
  into
• 20:14
  your
• 20:14
  business
• 20:14
  because
• 20:14
  I
• 20:15
  think
• 20:15
  this
• 20:15
  is
• 20:15
  something
• 20:15
  that
• 20:17
  many
• 20:17
  retailers
• 20:18
  just
• 20:19
  don't
• 20:19
  follow
• 20:19
  up
• 20:20
  on
• 20:20
  as
• 20:20
  much
• 20:20
  as
• 20:21
  they
• 20:21
  could.
• 20:21
  But
• 20:22
  before
• 20:22
  we
• 20:22
  go
• 20:22
  there,
• 20:23
  let's
• 20:23
  talk
• 20:23
  about
• 20:24
  the
• 20:24
  first
• 20:24
  thing
• 20:24
  that
• 20:25
  has
• 20:25
  to
• 20:25
  happen
• 20:26
  before
• 20:26
  we
• 20:26
  can
• 20:27
  even
• 20:27
  think
• 20:27
  about
• 20:27
  utilizing
• 20:28
  the
• 20:28
  support
• 20:29
  in
• 20:29
  this
• 20:29
  kind
• 20:29
  of
• 20:29
  way.
• 20:30
  And
• 20:31
  that
• 20:31
  is
• 20:31
  automation.
• 20:32
  Because
• 20:33
  Irene,
• 20:34
  earlier
• 20:34
  you
• 20:34
  said
• 20:35
  you're
• 20:36
  using
• 20:36
  the
• 20:36
  templates
• 20:37
  that
• 20:37
  EDESK
• 20:37
  is
• 20:38
  offering
• 20:38
  for
• 20:39
  answering
• 20:39
  all
• 20:39
  these
• 20:40
  standard
• 20:40
  questions
• 20:41
  and
• 20:41
  stuff
• 20:41
  like
• 20:41
  that.
• 20:42
  So
• 20:42
  how
• 20:42
  far
• 20:43
  does
• 20:43
  automation
• 20:44
  go
• 20:45
  in
• 20:45
  these
• 20:46
  standard
• 20:47
  customer
• 20:48
  support
• 20:48
  area?
• 20:49
  And
• 20:50
  can
• 20:50
  you
• 20:51
  hand
• 20:51
  that
• 20:51
  over
• 20:52
  completely
• 20:53
  to
• 20:53
  an
• 20:53
  optimization,
• 20:54
  maybe
• 20:54
  even
• 20:54
  to
• 20:55
  an
• 20:55
  AI
• 20:56
  or
• 20:56
  is
• 20:56
  that
• 20:56
  something
• 20:56
  that
• 20:57
  still
• 20:57
  has
• 20:57
  to
• 20:58
  have
• 20:58
  a
• 20:58
  human
• 20:59
  have
• 20:59
  a
• 20:59
  look
• 20:59
  on
• 20:59
  it?
• 21:00
  So
• 21:00
  how
• 21:00
  do
• 21:00
  you
• 21:01
  deal
• 21:01
  with
• 21:02
  the
• 21:02
  standard
• 21:02
  questions
• 21:03
  at
• 21:03
  Patemba?
• 21:05
  So
• 21:06
  yes,
• 21:06
  a
• 21:07
  lot
• 21:07
  of
• 21:07
  our
• 21:08
  answers
• 21:09
  customers
• 21:09
  get
• 21:09
  are
• 21:10
  automated
• 21:12
  because
• 21:12
  it
• 21:12
  doesn't
• 21:13
  need
• 21:13
  the
• 21:13
  input
• 21:14
  of
• 21:14
  a
• 21:15
  customer
• 21:15
  service
• 21:15
  agent.
• 21:16
  Because
• 21:17
  with
• 21:17
  edesk
• 21:17
  we
• 21:17
  have
• 21:18
  the
• 21:18
  data
• 21:18
  all
• 21:19
  in
• 21:20
  one
• 21:20
  place
• 21:21
  when
• 21:22
  an
• 21:22
  order
• 21:22
  is
• 21:22
  shipped
• 21:23
  and
• 21:23
  a
• 21:23
  customer
• 21:24
  wants
• 21:24
  to
• 21:24
  know
• 21:25
  what's
• 21:26
  my
• 21:26
  tracking
• 21:26
  number?
• 21:26
  What's
• 21:27
  the
• 21:27
  carrier?
• 21:30
  We
• 21:31
  don't
• 21:31
  have
• 21:31
  an
• 21:31
  agent
• 21:32
  looking
• 21:32
  at
• 21:32
  that
• 21:32
  one.
• 21:33
  That's
• 21:33
  an
• 21:33
  automated
• 21:34
  response
• 21:34
  from
• 21:36
  EID
• 21:36
  squarely
• 21:37
  saying
• 21:38
  like
• 21:38
  okay,
• 21:38
  on
• 21:39
  that
• 21:39
  order,
• 21:39
  that's
• 21:39
  the
• 21:40
  tracking
• 21:40
  number.
• 21:41
  Put
• 21:41
  that
• 21:41
  in
• 21:41
  a
• 21:42
  pre
• 21:42
  created
• 21:43
  template,
• 21:44
  send
• 21:45
  it
• 21:45
  to
• 21:45
  the
• 21:45
  customer.
• 21:48
  We
• 21:48
  have
• 21:48
  130
• 21:49
  marketplaces,
• 21:50
  but
• 21:51
  we
• 21:51
  have
• 21:52
  a
• 21:52
  very
• 21:52
  tiny
• 21:53
  customer
• 21:53
  service
• 21:54
  team
• 21:54
  really
• 21:55
  in
• 21:55
  comprehensive.
• 21:55
  How
• 21:55
  many
• 21:56
  people
• 21:56
  do
• 21:56
  you
• 21:56
  have
• 21:56
  anyway?
• 22:01
  Eighteen,
• 22:02
  I
• 22:02
  think
• 22:02
  at
• 22:03
  the
• 22:03
  moment.
• 22:04
  Okay.
• 22:04
  For
• 22:05
  over
• 22:05
  100
• 22:05
  marketplaces.
• 22:06
  Wow.
• 22:07
  Yes.
• 22:09
  And
• 22:09
  that's
• 22:09
  only
• 22:10
  possible
• 22:11
  with
• 22:12
  a,
• 22:12
  having
• 22:13
  a
• 22:13
  support
• 22:13
  team,
• 22:14
  a
• 22:15
  support
• 22:15
  program
• 22:15
  that
• 22:16
  takes
• 22:16
  away
• 22:17
  the
• 22:17
  need
• 22:18
  of
• 22:18
  manpower
• 22:18
  really
• 22:19
  that
• 22:19
  can
• 22:20
  do
• 22:20
  this
• 22:21
  reoccurring
• 22:21
  tasks.
• 22:22
  And
• 22:23
  also
• 22:25
  we
• 22:25
  learned,
• 22:26
  yes,
• 22:26
  we
• 22:26
  have
• 22:26
  native
• 22:27
  speakers
• 22:27
  in
• 22:27
  our
• 22:28
  customer
• 22:28
  service
• 22:28
  team
• 22:29
  that
• 22:29
  Helps
• 22:30
  us
• 22:30
  with
• 22:31
  some
• 22:31
  inquiries
• 22:32
  where
• 22:32
  we
• 22:33
  need
• 22:33
  it,
• 22:33
  but
• 22:34
  they
• 22:34
  are
• 22:34
  all
• 22:34
  cross
• 22:35
  trained
• 22:36
  so
• 22:36
  everybody
• 22:37
  can
• 22:38
  answer
• 22:38
  every
• 22:39
  email.
• 22:40
  Which
• 22:41
  means
• 22:41
  even
• 22:41
  if
• 22:42
  I
• 22:42
  speak
• 22:42
  English
• 22:43
  and
• 22:43
  German
• 22:43
  that
• 22:44
  comes
• 22:44
  in
• 22:44
  a
• 22:44
  Czech,
• 22:45
  a
• 22:45
  Polish,
• 22:46
  a
• 22:46
  Spanish
• 22:47
  ticket,
• 22:48
  we
• 22:49
  can
• 22:49
  reply
• 22:49
  in
• 22:49
  our
• 22:50
  native
• 22:50
  language.
• 22:51
  Edesk
• 22:51
  translates
• 22:52
  that
• 22:52
  automatically
• 22:53
  into
• 22:53
  the
• 22:53
  customer
• 22:54
  language.
• 22:54
  Also
• 22:54
  the
• 22:55
  other
• 22:55
  way
• 22:55
  around
• 22:55
  when
• 22:55
  it
• 22:56
  comes
• 22:56
  in,
• 22:56
  it's
• 22:56
  translated
• 22:57
  into
• 22:57
  the
• 22:57
  language
• 22:58
  we
• 22:58
  understand
• 23:00
  and
• 23:00
  with
• 23:01
  that
• 23:01
  we
• 23:01
  can
• 23:02
  really
• 23:03
  make
• 23:03
  sure
• 23:04
  no
• 23:05
  agent
• 23:05
  is
• 23:05
  overwhelmed
• 23:06
  with
• 23:06
  volume
• 23:07
  and
• 23:08
  it's
• 23:08
  split
• 23:08
  evenly
• 23:09
  across
• 23:09
  the
• 23:09
  team.
• 23:10
  And
• 23:10
  if
• 23:11
  one
• 23:11
  agent
• 23:12
  is
• 23:13
  sick
• 23:13
  on
• 23:14
  holiday,
• 23:15
  we
• 23:16
  don't
• 23:16
  have
• 23:16
  that
• 23:16
  hole
• 23:17
  and
• 23:18
  the
• 23:18
  scramble
• 23:19
  to
• 23:19
  not
• 23:19
  hitting
• 23:20
  the
• 23:20
  SLA
• 23:20
  because
• 23:20
  we
• 23:21
  don't
• 23:21
  have
• 23:21
  that
• 23:21
  skill
• 23:22
  in
• 23:22
  our
• 23:23
  team.
• 23:25
  Gareth,
• 23:26
  how
• 23:26
  much
• 23:26
  is
• 23:27
  AI
• 23:28
  doing
• 23:29
  for
• 23:29
  this
• 23:30
  standard
• 23:30
  part
• 23:31
  of
• 23:31
  customer
• 23:31
  service
• 23:31
  at
• 23:32
  the
• 23:32
  moment?
• 23:34
  We're
• 23:34
  seeing
• 23:35
  more
• 23:35
  and
• 23:35
  more
• 23:35
  adoption.
• 23:37
  We
• 23:37
  built
• 23:38
  AI
• 23:38
  in
• 23:38
  the
• 23:38
  product.
• 23:39
  Gosh,
• 23:40
  it
• 23:41
  was
• 23:41
  back
• 23:41
  in
• 23:41
  2018,
• 23:42
  which
• 23:43
  it's
• 23:44
  hard
• 23:44
  to
• 23:44
  believe
• 23:44
  is
• 23:44
  nearly
• 23:44
  10
• 23:45
  years
• 23:45
  ago.
• 23:45
  It
• 23:46
  doesn't
• 23:46
  seem
• 23:46
  like
• 23:46
  10
• 23:46
  years
• 23:47
  ago
• 23:47
  but
• 23:48
  we
• 23:48
  originally
• 23:49
  because
• 23:49
  we
• 23:49
  recognized
• 23:51
  in,
• 23:52
  in,
• 23:53
  in
• 23:53
  E
• 23:53
  Commerce
• 23:53
  in
• 23:53
  particular
• 23:54
  those,
• 23:54
  those
• 23:55
  standard,
• 23:56
  you
• 23:56
  know,
• 23:57
  probably
• 23:58
  on
• 23:58
  average
• 23:59
  when
• 23:59
  we
• 23:59
  look
• 23:59
  at
• 23:59
  it
• 23:59
  maybe
• 24:00
  70
• 24:00
  or
• 24:01
  70,
• 24:01
  80
• 24:01
  of
• 24:01
  queries
• 24:02
  around
• 24:02
  maybe
• 24:03
  10
• 24:03
  categories
• 24:03
  like
• 24:03
  where's
• 24:04
  my
• 24:04
  order?
• 24:04
  I
• 24:04
  want
• 24:05
  to
• 24:05
  return,
• 24:05
  you
• 24:06
  know,
• 24:06
  the
• 24:06
  things
• 24:06
  we're
• 24:06
  speaking
• 24:07
  about.
• 24:07
  So
• 24:07
  we
• 24:07
  recognize
• 24:08
  that
• 24:08
  quite
• 24:08
  early
• 24:09
  and
• 24:09
  we
• 24:09
  built,
• 24:11
  built
• 24:11
  our
• 24:12
  own
• 24:12
  I
• 24:12
  suppose,
• 24:13
  you
• 24:13
  know,
• 24:13
  you
• 24:14
  can
• 24:14
  look
• 24:14
  at
• 24:14
  their
• 24:14
  own
• 24:14
  LLM
• 24:15
  back
• 24:15
  in
• 24:15
  2018.
• 24:16
  Obviously
• 24:17
  things
• 24:17
  have
• 24:17
  surpassed
• 24:18
  that
• 24:19
  in
• 24:19
  recent
• 24:19
  times
• 24:19
  with
• 24:20
  OpenAI
• 24:21
  and
• 24:21
  chat
• 24:22
  GDP
• 24:22
  and
• 24:22
  stuff
• 24:22
  like
• 24:22
  that.
• 24:23
  So
• 24:23
  now
• 24:23
  we
• 24:23
  plug
• 24:23
  into,
• 24:23
  into
• 24:24
  some
• 24:24
  of
• 24:24
  those
• 24:24
  LLMs
• 24:25
  and
• 24:25
  that
• 24:25
  helps
• 24:25
  us,
• 24:27
  helps
• 24:27
  us
• 24:28
  drive
• 24:28
  adoption
• 24:29
  and
• 24:29
  we're
• 24:30
  seeing
• 24:30
  quite
• 24:30
  a
• 24:30
  lot
• 24:30
  of
• 24:30
  usage
• 24:32
  on,
• 24:32
  on
• 24:32
  across
• 24:33
  our
• 24:33
  customers.
• 24:34
  But
• 24:34
  again
• 24:34
  it's,
• 24:35
  it's,
• 24:35
  it's
• 24:35
  the
• 24:36
  same
• 24:36
  thing
• 24:36
  we're
• 24:36
  speaking
• 24:36
  about.
• 24:37
  It's
• 24:37
  just
• 24:37
  in
• 24:37
  terms
• 24:37
  of
• 24:38
  really
• 24:38
  to
• 24:38
  automate
• 24:39
  and
• 24:39
  scale.
• 24:39
  I
• 24:39
  mean
• 24:39
  it's
• 24:40
  so
• 24:40
  impressive.
• 24:40
  Listen
• 24:40
  to
• 24:41
  Irene
• 24:41
  like
• 24:41
  130
• 24:42
  marketplaces.
• 24:43
  I
• 24:43
  think
• 24:43
  you
• 24:43
  said
• 24:44
  a
• 24:44
  thousand
• 24:44
  a
• 24:44
  day.
• 24:45
  Is
• 24:45
  that
• 24:45
  what
• 24:45
  you
• 24:45
  said?
• 24:45
  A
• 24:45
  thousand
• 24:46
  queries
• 24:46
  coming
• 24:46
  in
• 24:46
  a
• 24:46
  day?
• 24:47
  It
• 24:47
  depends
• 24:47
  per
• 24:48
  day.
• 24:48
  We
• 24:48
  know
• 24:49
  it's
• 24:49
  not
• 24:49
  always
• 24:50
  like
• 24:51
  fluctuating
• 24:52
  if
• 24:52
  something
• 24:53
  happens
• 24:53
  in
• 24:54
  a,
• 24:54
  in
• 24:54
  a
• 24:54
  country,
• 24:56
  if
• 24:56
  there
• 24:56
  are
• 24:56
  floods,
• 24:57
  if
• 24:57
  there
• 24:57
  are
• 24:58
  winds,
• 24:59
  if
• 24:59
  the
• 25:00
  Australia
• 25:00
  had
• 25:01
  recently
• 25:03
  wildfires
• 25:05
  so
• 25:06
  the
• 25:06
  carriers
• 25:06
  couldn't
• 25:07
  deliver
• 25:07
  to
• 25:07
  customers
• 25:08
  and
• 25:08
  you
• 25:08
  would
• 25:09
  be
• 25:09
  surprised
• 25:10
  how
• 25:10
  many
• 25:10
  customers
• 25:11
  don't
• 25:11
  know
• 25:11
  what's
• 25:11
  going
• 25:11
  on
• 25:12
  in
• 25:12
  their
• 25:12
  own
• 25:12
  country.
• 25:15
  I
• 25:15
  mean
• 25:15
  they
• 25:15
  have
• 25:16
  wildfires
• 25:17
  in
• 25:17
  front
• 25:18
  of
• 25:18
  their
• 25:18
  door
• 25:19
  and
• 25:19
  are
• 25:19
  concerned
• 25:20
  why
• 25:20
  the
• 25:20
  parcel
• 25:21
  is
• 25:21
  not
• 25:21
  on
• 25:21
  time.
• 25:22
  Are
• 25:22
  you
• 25:22
  then
• 25:22
  adjusting
• 25:23
  the
• 25:23
  automated
• 25:24
  messages
• 25:24
  like
• 25:25
  because
• 25:26
  like
• 25:27
  your
• 25:28
  parcel
• 25:28
  is
• 25:28
  late
• 25:29
  because
• 25:29
  dude,
• 25:30
  there's
• 25:30
  a
• 25:30
  wildfire.
• 25:32
  How
• 25:32
  do
• 25:32
  you
• 25:32
  do
• 25:32
  that?
• 25:34
  Yes.
• 25:34
  So
• 25:35
  there
• 25:35
  comes
• 25:36
  the
• 25:36
  human
• 25:36
  part
• 25:36
  in
• 25:37
  again.
• 25:39
  We
• 25:39
  are
• 25:39
  on
• 25:39
  top
• 25:39
  of
• 25:39
  our
• 25:40
  carriers.
• 25:40
  We
• 25:40
  get
• 25:41
  regular
• 25:42
  information
• 25:43
  from
• 25:43
  our
• 25:43
  carriers
• 25:44
  saying
• 25:44
  like
• 25:45
  there
• 25:45
  are
• 25:45
  delays
• 25:45
  due
• 25:46
  to
• 25:46
  bad
• 25:46
  weather
• 25:47
  or
• 25:47
  wildfires
• 25:49
  and
• 25:51
  it's
• 25:51
  a
• 25:51
  quick
• 25:52
  going
• 25:52
  into
• 25:52
  a
• 25:52
  template,
• 25:53
  putting
• 25:53
  it
• 25:53
  in,
• 25:55
  making
• 25:55
  sure
• 25:55
  every
• 25:56
  customer
• 25:56
  has
• 25:56
  that
• 25:57
  information
• 25:58
  and
• 25:58
  you
• 25:59
  go
• 25:59
  on
• 25:59
  and
• 25:59
  once
• 25:59
  that's,
• 26:01
  the
• 26:01
  fires
• 26:01
  are
• 26:01
  extinguished,
• 26:02
  you
• 26:02
  go
• 26:03
  in,
• 26:03
  you
• 26:03
  take
• 26:03
  it
• 26:03
  out
• 26:04
  thing
• 26:05
  done.
• 26:07
  Yeah,
• 26:07
  that's,
• 26:08
  that's
• 26:09
  where
• 26:09
  we're
• 26:09
  seeing,
• 26:09
  it's
• 26:10
  a
• 26:10
  great
• 26:10
  example
• 26:10
  of
• 26:11
  where
• 26:11
  automation
• 26:11
  could
• 26:12
  play
• 26:12
  a
• 26:12
  role
• 26:12
  in
• 26:12
  AI
• 26:13
  in
• 26:13
  terms
• 26:13
  of
• 26:13
  the
• 26:13
  ability
• 26:13
  to.
• 26:16
  When
• 26:16
  you
• 26:16
  have,
• 26:16
  when
• 26:17
  you
• 26:17
  have
• 26:17
  those
• 26:18
  lots
• 26:19
  going
• 26:19
  on
• 26:19
  in
• 26:19
  the
• 26:19
  world
• 26:19
  these
• 26:19
  days.
• 26:19
  So
• 26:20
  you
• 26:20
  have
• 26:20
  those
• 26:20
  events
• 26:20
  that
• 26:21
  happen
• 26:21
  and
• 26:22
  you
• 26:22
  have
• 26:22
  the
• 26:22
  spike
• 26:22
  in
• 26:23
  tickets
• 26:23
  or
• 26:24
  we
• 26:25
  see
• 26:25
  in
• 26:25
  customers.
• 26:25
  Obviously
• 26:26
  there's
• 26:26
  different
• 26:26
  peak
• 26:26
  times,
• 26:27
  be
• 26:27
  it
• 26:28
  obviously
• 26:29
  the
• 26:29
  obvious
• 26:29
  ones
• 26:29
  are
• 26:29
  like
• 26:29
  Black
• 26:30
  Friday
• 26:30
  and
• 26:30
  Cyber
• 26:30
  Monday.
• 26:31
  But
• 26:31
  for
• 26:31
  some
• 26:31
  of
• 26:31
  our
• 26:31
  customers
• 26:32
  peak
• 26:32
  times
• 26:33
  could
• 26:33
  be
• 26:33
  the
• 26:33
  summer,
• 26:33
  like
• 26:33
  they
• 26:34
  could
• 26:34
  be
• 26:34
  selling
• 26:34
  outdoor
• 26:35
  camping.
• 26:36
  Right.
• 26:36
  So
• 26:37
  March,
• 26:38
  April,
• 26:38
  May
• 26:38
  might
• 26:39
  be
• 26:39
  their,
• 26:39
  their
• 26:39
  peak
• 26:40
  period.
• 26:41
  And
• 26:41
  historically
• 26:42
  they
• 26:42
  might
• 26:42
  have
• 26:42
  had
• 26:42
  to
• 26:42
  hire
• 26:44
  temporary
• 26:45
  staff
• 26:45
  to
• 26:45
  help
• 26:46
  during
• 26:46
  those
• 26:46
  peak
• 26:46
  periods,
• 26:47
  but
• 26:47
  now
• 26:47
  they,
• 26:48
  they
• 26:48
  tend
• 26:48
  to
• 26:48
  use
• 26:48
  the
• 26:48
  AI
• 26:49
  and
• 26:49
  the
• 26:49
  automation
• 26:49
  to
• 26:49
  help
• 26:49
  get
• 26:50
  through
• 26:50
  that
• 26:50
  peak.
• 26:50
  They
• 26:51
  still
• 26:51
  have
• 26:51
  their
• 26:51
  core
• 26:51
  team,
• 26:52
  so
• 26:52
  they
• 26:52
  still
• 26:52
  use
• 26:52
  their
• 26:52
  core
• 26:53
  team,
• 26:53
  but
• 26:53
  they're
• 26:53
  able
• 26:53
  to
• 26:54
  handle
• 26:54
  those
• 26:54
  peaks
• 26:55
  troughs
• 26:55
  without,
• 26:55
  without
• 26:55
  some
• 26:56
  of
• 26:56
  that.
• 26:56
  And
• 26:56
  that's,
• 26:57
  that's
• 26:57
  a
• 26:57
  great
• 26:57
  benefit
• 26:58
  because
• 26:58
  the
• 26:59
  and
• 26:59
  Irene
• 27:00
  will
• 27:00
  notice
• 27:00
  better
• 27:01
  than
• 27:01
  me
• 27:01
  the
• 27:01
  operational
• 27:02
  overhead
• 27:02
  of
• 27:03
  trying
• 27:03
  to
• 27:04
  ramp
• 27:05
  a
• 27:05
  team
• 27:05
  in
• 27:05
  a
• 27:05
  short
• 27:05
  period
• 27:06
  of
• 27:06
  time
• 27:06
  and
• 27:06
  deal
• 27:07
  with
• 27:07
  all
• 27:07
  that
• 27:08
  is
• 27:08
  complex.
• 27:09
  So
• 27:09
  I
• 27:09
  think
• 27:09
  that's
• 27:10
  where
• 27:10
  we're
• 27:10
  seeing
• 27:11
  the
• 27:11
  ability
• 27:11
  to
• 27:12
  handle
• 27:12
  those
• 27:12
  peaks
• 27:12
  and
• 27:12
  troughs
• 27:13
  easier
• 27:15
  and
• 27:16
  that
• 27:16
  helps
• 27:17
  in
• 27:17
  terms
• 27:17
  of
• 27:17
  AI
• 27:18
  and
• 27:18
  automation.
• 27:19
  Okay.
• 27:21
  Right.
• 27:21
  I'd
• 27:21
  like
• 27:21
  to
• 27:22
  return
• 27:22
  to
• 27:22
  the
• 27:22
  question
• 27:22
  on
• 27:23
  how
• 27:23
  customer
• 27:24
  support
• 27:24
  can
• 27:24
  help
• 27:25
  grow
• 27:25
  your
• 27:25
  business
• 27:26
  or
• 27:26
  help
• 27:26
  even
• 27:26
  change
• 27:27
  your
• 27:27
  business.
• 27:28
  After
• 27:28
  another
• 27:28
  short
• 27:29
  break,
• 27:34
  I'd
• 27:35
  like
• 27:35
  to
• 27:35
  talk
• 27:35
  quickly
• 27:36
  about
• 27:36
  our
• 27:36
  partner
• 27:37
  and
• 27:37
  sponsor,
• 27:37
  Frontrow.
• 27:38
  If
• 27:38
  you
• 27:38
  work
• 27:38
  with
• 27:39
  marketplaces,
• 27:39
  you
• 27:40
  probably
• 27:40
  know
• 27:40
  the
• 27:40
  situation.
• 27:41
  Your
• 27:41
  Amazon
• 27:42
  team
• 27:42
  optimizes
• 27:43
  Retail
• 27:43
  Media,
• 27:44
  your
• 27:44
  D2C
• 27:44
  team
• 27:45
  looks
• 27:45
  at
• 27:45
  CRM
• 27:46
  and
• 27:46
  lifetime
• 27:46
  value
• 27:47
  and
• 27:47
  your
• 27:47
  performance
• 27:48
  team
• 27:48
  focuses
• 27:49
  on
• 27:49
  roas.
• 27:50
  But
• 27:50
  the
• 27:50
  customer
• 27:51
  doesn't
• 27:51
  experience
• 27:51
  your
• 27:52
  brand
• 27:52
  in
• 27:52
  separate
• 27:53
  channels.
• 27:53
  From
• 27:54
  the
• 27:54
  customer's
• 27:54
  perspective,
• 27:55
  it's
• 27:55
  all
• 27:56
  one
• 27:56
  journey
• 27:56
  from
• 27:57
  discovery
• 27:57
  on
• 27:57
  social
• 27:58
  media,
• 27:58
  for
• 27:58
  example,
• 27:59
  to
• 27:59
  research
• 28:00
  on
• 28:00
  marketplaces
• 28:01
  and,
• 28:01
  and
• 28:01
  finally
• 28:02
  to
• 28:02
  the
• 28:02
  purchase
• 28:03
  on
• 28:03
  whatever
• 28:03
  platform.
• 28:05
  And
• 28:05
  that
• 28:05
  exactly
• 28:06
  is
• 28:06
  what
• 28:06
  the
• 28:07
  new
• 28:07
  Connected
• 28:07
  Commerce
• 28:08
  guide
• 28:08
  by
• 28:08
  Fronto
• 28:09
  is
• 28:09
  about.
• 28:10
  The
• 28:11
  guide
• 28:11
  explains
• 28:12
  how
• 28:12
  brands
• 28:12
  can
• 28:13
  connect
• 28:13
  Amazon,
• 28:14
  dtc,
• 28:14
  retail
• 28:15
  media
• 28:15
  and
• 28:16
  CRM
• 28:16
  into
• 28:17
  one
• 28:17
  system.
• 28:17
  Instead
• 28:18
  of
• 28:18
  optimizing
• 28:19
  each
• 28:19
  channel
• 28:19
  individually.
• 28:21
  It
• 28:21
  shows
• 28:21
  why
• 28:22
  focusing
• 28:22
  only
• 28:23
  on
• 28:23
  short
• 28:23
  term
• 28:23
  metrics
• 28:24
  like
• 28:24
  ROAS
• 28:25
  often
• 28:25
  hides
• 28:25
  the
• 28:26
  real
• 28:26
  impact
• 28:26
  that
• 28:27
  marketplaces
• 28:27
  can
• 28:27
  have
• 28:28
  on
• 28:28
  overall
• 28:29
  customer
• 28:29
  customer
• 28:29
  lifetime
• 28:30
  value
• 28:30
  on
• 28:31
  the
• 28:31
  marketplace
• 28:31
  and
• 28:32
  on
• 28:32
  other
• 28:32
  channels
• 28:33
  as
• 28:33
  well.
• 28:34
  You'll
• 28:34
  also
• 28:34
  find
• 28:34
  practical
• 28:35
  frameworks
• 28:36
  and
• 28:36
  a
• 28:36
  quick
• 28:36
  self
• 28:36
  check
• 28:37
  to
• 28:37
  see
• 28:37
  how
• 28:37
  connected
• 28:38
  your
• 28:38
  own
• 28:38
  commerce
• 28:39
  setup
• 28:39
  really
• 28:40
  is
• 28:40
  and
• 28:41
  where
• 28:41
  you
• 28:41
  might
• 28:41
  still
• 28:42
  be
• 28:42
  operating
• 28:42
  in
• 28:42
  silos.
• 28:43
  So
• 28:44
  if
• 28:44
  you're
• 28:44
  responsible
• 28:44
  for
• 28:44
  marketplaces,
• 28:45
  retail
• 28:45
  media
• 28:46
  or
• 28:46
  digital
• 28:46
  commerce
• 28:47
  and
• 28:47
  want
• 28:47
  a
• 28:47
  clearer
• 28:48
  picture
• 28:48
  of
• 28:48
  how
• 28:48
  these
• 28:49
  channels
• 28:49
  influence
• 28:50
  each
• 28:50
  other,
• 28:50
  then
• 28:51
  this
• 28:51
  guide
• 28:51
  is
• 28:52
  worth
• 28:52
  a
• 28:52
  read.
• 28:53
  You
• 28:53
  can
• 28:53
  download
• 28:54
  the
• 28:54
  Connected
• 28:54
  Commerce
• 28:55
  Guide
• 28:55
  by
• 28:55
  front
• 28:55
  row
• 28:56
  for
• 28:56
  free.
• 28:56
  Just
• 28:57
  check
• 28:57
  the
• 28:57
  link
• 28:57
  in
• 28:57
  the
• 28:58
  show
• 28:58
  notes.
• 29:02
  Yeah,
• 29:03
  as
• 29:03
  I
• 29:03
  said,
• 29:03
  I'd
• 29:04
  like
• 29:04
  to
• 29:04
  come
• 29:04
  back
• 29:05
  to
• 29:05
  some
• 29:06
  things
• 29:06
  Irene,
• 29:06
  that
• 29:06
  you
• 29:07
  said
• 29:07
  before,
• 29:08
  which
• 29:08
  is
• 29:08
  how
• 29:09
  customer
• 29:09
  support
• 29:10
  is
• 29:10
  sort
• 29:10
  of.
• 29:12
  Yeah.
• 29:12
  The
• 29:12
  baseline
• 29:13
  of
• 29:13
  your
• 29:13
  business
• 29:13
  and
• 29:14
  feeds
• 29:14
  back
• 29:15
  all
• 29:15
  the
• 29:15
  customer
• 29:16
  feedback
• 29:16
  into
• 29:17
  your
• 29:17
  own
• 29:17
  business.
• 29:18
  So
• 29:18
  can
• 29:19
  you
• 29:19
  give
• 29:19
  us
• 29:19
  a
• 29:19
  few
• 29:20
  examples
• 29:20
  on
• 29:20
  how
• 29:21
  this.
• 29:22
  Yeah.
• 29:23
  How
• 29:23
  improving
• 29:23
  the
• 29:24
  support
• 29:24
  had
• 29:24
  a
• 29:25
  real
• 29:25
  measurable
• 29:26
  impact
• 29:27
  for
• 29:27
  your
• 29:28
  company.
• 29:29
  So
• 29:30
  as
• 29:30
  I
• 29:30
  said,
• 29:30
  I
• 29:30
  started
• 29:31
  as
• 29:31
  a
• 29:32
  customer
• 29:32
  service
• 29:32
  agent.
• 29:33
  So
• 29:33
  I
• 29:33
  went
• 29:34
  through
• 29:34
  all
• 29:34
  the
• 29:34
  stages
• 29:35
  and
• 29:35
  I
• 29:36
  learned
• 29:36
  where
• 29:37
  I
• 29:38
  personally
• 29:38
  struggled
• 29:39
  really
• 29:40
  to
• 29:40
  be
• 29:41
  heard
• 29:42
  or
• 29:42
  where
• 29:43
  I
• 29:43
  thought
• 29:44
  that's
• 29:44
  not
• 29:44
  really
• 29:45
  working
• 29:45
  because
• 29:45
  before
• 29:46
  we
• 29:46
  were
• 29:47
  splitting
• 29:47
  markets
• 29:48
  like
• 29:49
  language
• 29:49
  really
• 29:50
  and
• 29:50
  things
• 29:51
  like
• 29:51
  that
• 29:52
  and
• 29:52
  over
• 29:54
  our
• 29:54
  biggest
• 29:55
  business
• 29:56
  is
• 29:56
  over
• 29:56
  Christmas
• 29:57
  with
• 29:58
  a
• 29:58
  lot
• 29:58
  of
• 29:59
  customers
• 30:00
  ordering
• 30:02
  and
• 30:03
  we
• 30:03
  had
• 30:03
  areas
• 30:04
  where
• 30:05
  the
• 30:05
  people
• 30:05
  we
• 30:05
  had
• 30:06
  for
• 30:06
  that
• 30:06
  language
• 30:07
  were
• 30:07
  not
• 30:07
  enough,
• 30:09
  just
• 30:09
  not
• 30:10
  enough.
• 30:11
  And
• 30:12
  training
• 30:13
  somebody
• 30:15
  for
• 30:15
  that
• 30:16
  period
• 30:16
  of
• 30:16
  time,
• 30:18
  you
• 30:18
  either
• 30:19
  had
• 30:19
  to
• 30:19
  bring
• 30:19
  them
• 30:19
  in
• 30:20
  early
• 30:20
  into
• 30:20
  the
• 30:21
  business,
• 30:22
  which
• 30:22
  costs
• 30:23
  a
• 30:23
  lot
• 30:23
  of
• 30:23
  money,
• 30:23
  then
• 30:24
  train
• 30:24
  them
• 30:24
  to
• 30:25
  learn
• 30:25
  all
• 30:25
  these
• 30:25
  marketplaces,
• 30:27
  to
• 30:27
  have
• 30:27
  them
• 30:28
  for
• 30:28
  maybe
• 30:28
  a
• 30:29
  month
• 30:29
  or
• 30:29
  two
• 30:31
  and
• 30:31
  then
• 30:33
  go
• 30:33
  back
• 30:33
  to
• 30:33
  your
• 30:33
  normal
• 30:35
  level
• 30:35
  of
• 30:35
  agents
• 30:36
  and
• 30:38
  that's
• 30:38
  not
• 30:38
  a
• 30:39
  feasible.
• 30:40
  And
• 30:40
  second
• 30:41
  training
• 30:41
  takes
• 30:42
  a
• 30:42
  lot
• 30:42
  of
• 30:42
  time
• 30:43
  away
• 30:43
  from
• 30:45
  your
• 30:45
  day
• 30:46
  to
• 30:46
  day
• 30:46
  tasks
• 30:46
  really.
• 30:48
  And
• 30:49
  we
• 30:50
  really
• 30:50
  looked
• 30:50
  into.
• 30:51
  So
• 30:52
  over
• 30:52
  the
• 30:53
  whole
• 30:53
  year
• 30:54
  we
• 30:54
  have
• 30:55
  our
• 30:55
  agents
• 30:56
  at
• 30:57
  a
• 30:57
  80,
• 30:58
  85%
• 30:58
  level.
• 30:59
  I
• 30:59
  would
• 30:59
  say
• 31:00
  yes,
• 31:00
  you
• 31:00
  can
• 31:01
  stretch
• 31:01
  that
• 31:02
  over
• 31:02
  peak
• 31:03
  and
• 31:03
  they
• 31:03
  will
• 31:03
  do
• 31:04
  more.
• 31:05
  But
• 31:05
  you
• 31:05
  can't
• 31:06
  hold
• 31:06
  that
• 31:07
  for
• 31:07
  long.
• 31:08
  You
• 31:08
  can
• 31:08
  hold
• 31:08
  it
• 31:09
  for
• 31:09
  the
• 31:09
  two
• 31:09
  months
• 31:10
  with
• 31:11
  support
• 31:11
  of
• 31:13
  automatization
• 31:14
  and
• 31:15
  templates
• 31:15
  and
• 31:15
  everything.
• 31:16
  But
• 31:17
  if
• 31:17
  you
• 31:17
  keep
• 31:18
  that
• 31:18
  going,
• 31:19
  you
• 31:19
  would
• 31:19
  burn
• 31:20
  them
• 31:20
  out.
• 31:21
  So
• 31:22
  the
• 31:22
  help
• 31:22
  of
• 31:23
  Edesk
• 31:23
  helps
• 31:24
  us
• 31:24
  to
• 31:24
  now
• 31:25
  hit
• 31:25
  the
• 31:25
  SLS
• 31:26
  as
• 31:27
  we
• 31:27
  need
• 31:27
  them.
• 31:28
  Don't
• 31:28
  overwhelm
• 31:30
  a
• 31:30
  tiny
• 31:30
  part
• 31:30
  of
• 31:31
  our
• 31:31
  customer
• 31:31
  service
• 31:32
  team.
• 31:32
  We
• 31:33
  can
• 31:33
  split
• 31:33
  that
• 31:33
  evenly
• 31:34
  over
• 31:34
  the
• 31:35
  whole
• 31:35
  team.
• 31:37
  And
• 31:37
  since
• 31:37
  then
• 31:38
  we
• 31:39
  have,
• 31:39
  since
• 31:39
  we
• 31:40
  made
• 31:40
  all
• 31:40
  these
• 31:40
  changes,
• 31:41
  we
• 31:41
  are
• 31:41
  quite
• 31:42
  successful
• 31:42
  and
• 31:43
  are
• 31:44
  able
• 31:44
  to
• 31:44
  hold
• 31:44
  our
• 31:45
  SLAs
• 31:46
  even
• 31:46
  over
• 31:47
  during
• 31:48
  peak
• 31:48
  periods.
• 31:51
  Gareth,
• 31:52
  you
• 31:52
  said
• 31:52
  before
• 31:53
  how
• 31:54
  if
• 31:55
  the
• 31:55
  customer
• 31:55
  support
• 31:56
  has
• 31:56
  enough
• 31:56
  time
• 31:57
  to
• 31:57
  really
• 31:58
  listen
• 31:58
  to
• 31:58
  the
• 31:58
  customer
• 32:00
  because
• 32:00
  they
• 32:00
  are
• 32:00
  not
• 32:01
  stuck
• 32:01
  into
• 32:02
  answering
• 32:03
  tens
• 32:03
  of
• 32:04
  thousands
• 32:04
  of
• 32:05
  queries
• 32:05
  of
• 32:06
  where
• 32:06
  is
• 32:06
  my
• 32:06
  parcel?
• 32:07
  Then
• 32:07
  things
• 32:08
  can
• 32:08
  happen
• 32:08
  and
• 32:08
  things
• 32:09
  can
• 32:10
  feed
• 32:10
  it
• 32:10
  back
• 32:10
  into
• 32:11
  the
• 32:11
  company
• 32:12
  itself
• 32:13
  and
• 32:14
  maybe
• 32:14
  change
• 32:14
  a
• 32:15
  few
• 32:15
  things
• 32:15
  inside
• 32:16
  how
• 32:16
  you
• 32:17
  present
• 32:17
  your
• 32:17
  products
• 32:18
  or
• 32:18
  even
• 32:18
  the
• 32:19
  products
• 32:19
  themselves.
• 32:19
  Maybe.
• 32:21
  Can
• 32:21
  you
• 32:21
  give
• 32:21
  some
• 32:21
  examples,
• 32:23
  some
• 32:23
  real
• 32:23
  life
• 32:23
  examples
• 32:24
  from
• 32:25
  your
• 32:25
  customers
• 32:25
  maybe
• 32:26
  where
• 32:26
  that
• 32:26
  happened?
• 32:28
  Absolutely.
• 32:30
  I've
• 32:30
  seen
• 32:30
  it
• 32:31
  quite
• 32:31
  often
• 32:31
  actually.
• 32:32
  Quite
• 32:33
  often
• 32:33
  our
• 32:34
  customers
• 32:34
  will
• 32:35
  be
• 32:36
  have
• 32:36
  a
• 32:36
  top
• 32:36
  selling
• 32:36
  skew,
• 32:37
  so
• 32:37
  it
• 32:37
  might
• 32:37
  be
• 32:37
  top
• 32:38
  selling
• 32:38
  sku
• 32:39
  and
• 32:39
  that's,
• 32:39
  it's
• 32:39
  so
• 32:41
  to
• 32:41
  a
• 32:41
  certain
• 32:41
  lens
• 32:42
  that's
• 32:42
  a
• 32:42
  very
• 32:42
  success,
• 32:42
  successful
• 32:43
  product
• 32:43
  that
• 32:43
  they're
• 32:44
  very
• 32:44
  happy
• 32:44
  with.
• 32:46
  But
• 32:47
  when
• 32:47
  they
• 32:47
  surface
• 32:47
  the
• 32:47
  data,
• 32:47
  and
• 32:48
  this
• 32:48
  is
• 32:48
  some
• 32:48
  of
• 32:48
  the
• 32:48
  data
• 32:48
  we
• 32:48
  would
• 32:49
  surface
• 32:49
  in
• 32:49
  Edesk,
• 32:49
  when
• 32:49
  they
• 32:50
  look
• 32:50
  at
• 32:50
  stuff
• 32:50
  like
• 32:50
  maybe
• 32:51
  negative
• 32:51
  reviews
• 32:52
  that
• 32:52
  are
• 32:52
  coming
• 32:52
  on
• 32:52
  that
• 32:53
  particular
• 32:53
  product
• 32:53
  or
• 32:54
  negative
• 32:54
  CSAT
• 32:55
  or
• 32:55
  just
• 32:56
  general
• 32:57
  sentiment,
• 32:58
  they
• 32:58
  actually
• 32:58
  understand
• 32:59
  that
• 32:59
  actually
• 32:59
  that
• 32:59
  product,
• 33:00
  even
• 33:00
  though
• 33:00
  it's
• 33:00
  a
• 33:00
  top
• 33:00
  selling
• 33:01
  product,
• 33:01
  has
• 33:01
  been
• 33:01
  returned
• 33:02
  high
• 33:02
  and
• 33:02
  is
• 33:02
  actually
• 33:02
  driving
• 33:03
  to
• 33:03
  a
• 33:03
  lot
• 33:03
  of
• 33:03
  negative
• 33:03
  reviews
• 33:04
  coming
• 33:04
  back
• 33:04
  in
• 33:04
  the
• 33:04
  marketplaces.
• 33:06
  And
• 33:06
  that
• 33:07
  obviously
• 33:07
  that's
• 33:07
  not
• 33:08
  the
• 33:08
  experience
• 33:08
  you
• 33:08
  want
• 33:08
  to
• 33:08
  give
• 33:09
  to
• 33:09
  your
• 33:09
  customer,
• 33:09
  but
• 33:10
  also
• 33:10
  actually
• 33:10
  that
• 33:10
  impacts
• 33:11
  your
• 33:11
  ability
• 33:11
  to
• 33:11
  sell
• 33:11
  on
• 33:12
  that
• 33:12
  particular
• 33:12
  marketplace
• 33:13
  because
• 33:14
  if
• 33:14
  your
• 33:14
  ratings
• 33:15
  drop,
• 33:16
  if
• 33:16
  you
• 33:16
  have
• 33:16
  higher
• 33:17
  refunds
• 33:18
  and
• 33:18
  returns
• 33:19
  coming
• 33:19
  back
• 33:20
  in,
• 33:20
  that
• 33:20
  actually
• 33:20
  affects
• 33:21
  your
• 33:21
  overall
• 33:22
  sale.
• 33:22
  You
• 33:22
  know,
• 33:23
  where
• 33:23
  you
• 33:23
  would
• 33:23
  rank
• 33:23
  and
• 33:23
  how
• 33:24
  you
• 33:24
  can
• 33:24
  push
• 33:24
  in
• 33:25
  those
• 33:25
  picture
• 33:25
  marketplaces.
• 33:26
  So
• 33:26
  not
• 33:26
  only
• 33:26
  is
• 33:26
  it
• 33:26
  a
• 33:27
  negative
• 33:27
  customer
• 33:28
  experience,
• 33:28
  it
• 33:28
  also
• 33:29
  actually
• 33:29
  is
• 33:29
  impacting
• 33:29
  your
• 33:30
  ability
• 33:30
  to
• 33:30
  sell.
• 33:31
  So
• 33:32
  that's
• 33:32
  a
• 33:33
  very
• 33:33
  simple
• 33:33
  use
• 33:33
  case.
• 33:34
  But
• 33:34
  when
• 33:34
  I
• 33:34
  see.
• 33:35
  You'd
• 33:35
  be
• 33:35
  surprised
• 33:36
  how
• 33:36
  often
• 33:36
  I
• 33:36
  actually
• 33:36
  see
• 33:37
  that
• 33:37
  in
• 33:37
  terms
• 33:37
  of
• 33:38
  retailers
• 33:39
  are
• 33:39
  not
• 33:39
  aware
• 33:39
  of
• 33:39
  that.
• 33:40
  So
• 33:41
  when
• 33:41
  we
• 33:41
  speak
• 33:42
  about
• 33:42
  that
• 33:43
  feedback
• 33:43
  loop
• 33:43
  back
• 33:44
  to
• 33:44
  the
• 33:44
  business,
• 33:45
  it
• 33:45
  is
• 33:45
  those.
• 33:48
  If
• 33:48
  you
• 33:48
  went,
• 33:50
  most
• 33:50
  retailers,
• 33:51
  if
• 33:51
  you
• 33:51
  went
• 33:51
  to,
• 33:51
  spoke
• 33:52
  to
• 33:52
  your
• 33:52
  customer
• 33:52
  support
• 33:52
  team
• 33:53
  today
• 33:53
  and
• 33:54
  asked
• 33:54
  them
• 33:55
  what
• 33:55
  are
• 33:55
  the
• 33:56
  top
• 33:56
  three
• 33:56
  things
• 33:56
  that
• 33:56
  are
• 33:56
  happening,
• 33:57
  they
• 33:57
  will
• 33:57
  tell
• 33:58
  you
• 33:58
  straight
• 33:58
  away
• 33:58
  they
• 33:59
  know,
• 33:59
  right,
• 33:59
  they're
• 33:59
  dealing
• 34:00
  with
• 34:00
  this
• 34:00
  every
• 34:00
  day
• 34:01
  and
• 34:01
  you
• 34:01
  probably
• 34:01
  will
• 34:02
  be
• 34:02
  surprised,
• 34:02
  right,
• 34:02
  in
• 34:03
  terms
• 34:03
  of
• 34:03
  what
• 34:03
  you
• 34:03
  would
• 34:03
  hear.
• 34:04
  So
• 34:04
  sometimes
• 34:04
  it's
• 34:05
  that
• 34:05
  simple.
• 34:05
  It's,
• 34:06
  you
• 34:06
  know,
• 34:06
  engaging
• 34:07
  with
• 34:07
  your,
• 34:07
  with
• 34:07
  your
• 34:07
  support
• 34:08
  team,
• 34:08
  what's
• 34:08
  going
• 34:08
  on?
• 34:09
  I
• 34:09
  mean,
• 34:10
  I
• 34:10
  mean
• 34:10
  obviously
• 34:10
  I'll
• 34:10
  talk
• 34:11
  about
• 34:11
  Edesk
• 34:11
  and
• 34:11
  the
• 34:11
  platform
• 34:12
  and
• 34:12
  all
• 34:12
  the
• 34:12
  things
• 34:12
  that
• 34:13
  you
• 34:13
  can
• 34:13
  surface,
• 34:14
  but
• 34:14
  also
• 34:14
  speak
• 34:15
  to
• 34:15
  your,
• 34:15
  speak
• 34:16
  to
• 34:16
  the
• 34:16
  customer
• 34:16
  support
• 34:16
  team
• 34:17
  who
• 34:17
  are
• 34:17
  speaking
• 34:17
  with
• 34:18
  your
• 34:18
  customers
• 34:18
  on
• 34:19
  a
• 34:19
  daily
• 34:19
  basis.
• 34:20
  I
• 34:20
  think
• 34:20
  that's
• 34:20
  important.
• 34:22
  There's
• 34:22
  a
• 34:22
  big
• 34:22
  brand
• 34:22
  in
• 34:23
  the
• 34:23
  uk,
• 34:24
  Gymshark,
• 34:25
  and
• 34:25
  they're
• 34:25
  very
• 34:25
  successful
• 34:26
  and
• 34:26
  stuff
• 34:26
  like
• 34:26
  that.
• 34:27
  And
• 34:27
  I,
• 34:27
  I
• 34:27
  noticed
• 34:28
  during
• 34:28
  the
• 34:28
  week
• 34:28
  that
• 34:28
  this
• 34:29
  customer
• 34:29
  support
• 34:29
  team
• 34:30
  reports
• 34:30
  directly
• 34:31
  into
• 34:31
  the
• 34:31
  CEO,
• 34:32
  you
• 34:32
  know,
• 34:32
  so
• 34:33
  you
• 34:33
  know,
• 34:33
  puts
• 34:34
  it
• 34:34
  very
• 34:34
  much
• 34:34
  at
• 34:34
  the,
• 34:35
  at
• 34:35
  the,
• 34:35
  at
• 34:35
  the
• 34:35
  heart
• 34:36
  of
• 34:36
  the
• 34:36
  business.
• 34:36
  Right.
• 34:36
  So
• 34:37
  I
• 34:37
  think
• 34:38
  for
• 34:39
  me
• 34:39
  it,
• 34:39
  sometimes
• 34:39
  it
• 34:40
  is,
• 34:40
  it
• 34:40
  is
• 34:40
  that
• 34:40
  simple.
• 34:41
  Like
• 34:41
  they're,
• 34:41
  they're
• 34:42
  very
• 34:42
  important
• 34:42
  part
• 34:42
  of
• 34:42
  your
• 34:43
  business.
• 34:43
  So
• 34:43
  speak
• 34:43
  to
• 34:44
  them,
• 34:44
  engage
• 34:44
  with
• 34:45
  them
• 34:45
  and
• 34:45
  make
• 34:46
  sure
• 34:46
  that's
• 34:46
  happening
• 34:47
  in
• 34:47
  the
• 34:47
  business.
• 34:47
  You
• 34:47
  know,
• 34:49
  Irene,
• 34:49
  from
• 34:49
  your
• 34:49
  experience
• 34:50
  as
• 34:50
  a
• 34:50
  customer
• 34:51
  service
• 34:51
  agent,
• 34:52
  is
• 34:52
  that
• 34:52
  something
• 34:52
  that
• 34:53
  is
• 34:53
  happening?
• 34:53
  Is
• 34:54
  the
• 34:54
  CE
• 34:57
  area
• 34:57
  of
• 34:57
  a
• 34:57
  company
• 34:58
  often
• 34:58
  talking
• 34:59
  to
• 34:59
  customer
• 35:00
  support
• 35:00
  agents
• 35:00
  or
• 35:01
  have
• 35:01
  you
• 35:02
  not
• 35:02
  been
• 35:02
  heard?
• 35:04
  Not
• 35:04
  as
• 35:04
  much
• 35:05
  as
• 35:05
  I
• 35:05
  would
• 35:06
  like
• 35:06
  to,
• 35:06
  but.
• 35:08
  And
• 35:08
  it
• 35:09
  varies,
• 35:10
  I
• 35:10
  assume
• 35:11
  from
• 35:11
  company
• 35:11
  to
• 35:12
  company.
• 35:12
  But
• 35:13
  when
• 35:13
  we
• 35:13
  started
• 35:15
  and
• 35:16
  we
• 35:16
  had
• 35:16
  the
• 35:17
  owner
• 35:17
  of
• 35:17
  the
• 35:17
  company
• 35:18
  even
• 35:18
  go
• 35:19
  in,
• 35:19
  answer
• 35:20
  emails,
• 35:21
  look
• 35:22
  what's
• 35:22
  going
• 35:22
  on.
• 35:23
  And
• 35:24
  even
• 35:24
  if
• 35:24
  you
• 35:24
  don't
• 35:25
  do
• 35:25
  that,
• 35:25
  just
• 35:25
  take
• 35:26
  the
• 35:26
  time
• 35:26
  as
• 35:27
  upper
• 35:27
  management
• 35:28
  sit
• 35:28
  beside
• 35:29
  an
• 35:29
  agent,
• 35:29
  you
• 35:30
  don't
• 35:30
  have
• 35:30
  to
• 35:30
  answer
• 35:31
  the
• 35:31
  things,
• 35:32
  listen
• 35:32
  what's
• 35:33
  coming
• 35:33
  in,
• 35:33
  listen
• 35:34
  what
• 35:35
  the
• 35:35
  agents
• 35:36
  tell
• 35:36
  you
• 35:36
  and
• 35:37
  you
• 35:37
  will
• 35:37
  have
• 35:38
  a
• 35:38
  better
• 35:38
  understanding.
• 35:39
  Really.
• 35:40
  And
• 35:41
  yes,
• 35:41
  we
• 35:41
  do
• 35:41
  that
• 35:42
  especially
• 35:43
  after
• 35:43
  peak.
• 35:44
  We
• 35:44
  have
• 35:45
  our
• 35:45
  time
• 35:46
  where
• 35:46
  we
• 35:47
  want
• 35:47
  the
• 35:48
  feedback.
• 35:48
  What
• 35:49
  went
• 35:49
  well,
• 35:50
  what
• 35:50
  didn't
• 35:50
  go
• 35:51
  well,
• 35:52
  where
• 35:52
  are
• 35:52
  the
• 35:52
  problems?
• 35:53
  What
• 35:53
  were
• 35:54
  the
• 35:54
  problems?
• 35:54
  And
• 35:54
  we
• 35:54
  learned
• 35:55
  out
• 35:55
  of
• 35:55
  these.
• 35:55
  And
• 35:57
  each
• 35:58
  year
• 35:58
  we
• 35:58
  are
• 35:59
  performing
• 35:59
  better
• 36:00
  by
• 36:01
  listening
• 36:01
  to
• 36:01
  our
• 36:02
  customer
• 36:02
  service
• 36:02
  teams.
• 36:03
  Really?
• 36:05
  I
• 36:05
  think
• 36:05
  I
• 36:06
  take
• 36:06
  that
• 36:06
  as
• 36:06
  your
• 36:07
  final
• 36:07
  word
• 36:07
  then,
• 36:07
  Irene,
• 36:08
  because
• 36:08
  like,
• 36:09
  listen,
• 36:09
  please
• 36:10
  listen
• 36:10
  to
• 36:10
  your
• 36:10
  customer
• 36:11
  service
• 36:11
  team
• 36:12
  because
• 36:12
  they
• 36:12
  do
• 36:12
  know.
• 36:14
  Gareth,
• 36:15
  maybe
• 36:15
  last
• 36:15
  question
• 36:16
  to
• 36:16
  you
• 36:16
  because
• 36:17
  that
• 36:17
  is
• 36:17
  the
• 36:18
  quality
• 36:18
  aspect
• 36:18
  of
• 36:19
  it.
• 36:19
  Yeah,
• 36:19
  listen
• 36:19
  to
• 36:20
  the
• 36:20
  customer
• 36:20
  team.
• 36:21
  But
• 36:21
  if
• 36:21
  you
• 36:21
  want
• 36:21
  to
• 36:21
  find
• 36:22
  out
• 36:22
  if
• 36:22
  your
• 36:22
  customer
• 36:22
  support
• 36:23
  is
• 36:23
  up
• 36:23
  to
• 36:23
  par
• 36:24
  at
• 36:24
  the
• 36:24
  moment,
• 36:25
  is
• 36:25
  there
• 36:25
  a
• 36:26
  metric
• 36:26
  that
• 36:26
  you
• 36:26
  should
• 36:27
  begin
• 36:27
  tracking
• 36:28
  right
• 36:28
  away,
• 36:28
  next
• 36:29
  Monday
• 36:29
  or
• 36:29
  anything
• 36:30
  else
• 36:30
  that
• 36:30
  you
• 36:30
  can
• 36:31
  use
• 36:31
  to
• 36:31
  find
• 36:32
  out
• 36:32
  if
• 36:32
  your
• 36:33
  customer
• 36:33
  support
• 36:34
  at
• 36:34
  the
• 36:34
  moment
• 36:34
  is
• 36:35
  up
• 36:35
  to
• 36:35
  par
• 36:35
  or
• 36:36
  if
• 36:36
  you
• 36:36
  need
• 36:36
  maybe
• 36:37
  help.
• 36:38
  Yeah,
• 36:39
  I
• 36:39
  think
• 36:40
  Irene,
• 36:41
  I
• 36:41
  think
• 36:41
  mentioned
• 36:41
  already
• 36:42
  SLAs.
• 36:43
  So
• 36:43
  what
• 36:43
  are
• 36:44
  your
• 36:44
  response
• 36:44
  times?
• 36:44
  That's
• 36:45
  a
• 36:45
  very
• 36:46
  powerful
• 36:47
  metric.
• 36:48
  But
• 36:48
  it
• 36:48
  will
• 36:48
  tell
• 36:48
  you
• 36:49
  a
• 36:49
  loss.
• 36:49
  Right.
• 36:50
  And
• 36:50
  again,
• 36:51
  you'd
• 36:51
  be
• 36:51
  surprised
• 36:51
  sometimes
• 36:52
  if
• 36:52
  you're
• 36:52
  not
• 36:52
  tracking
• 36:52
  it
• 36:52
  and
• 36:53
  then
• 36:53
  you
• 36:53
  discover
• 36:53
  actually
• 36:54
  it
• 36:54
  can
• 36:54
  be
• 36:55
  days
• 36:55
  or
• 36:55
  longer
• 36:56
  sometimes.
• 36:56
  I
• 36:56
  see.
• 36:57
  But
• 36:57
  you
• 36:57
  know,
• 36:57
  so,
• 36:58
  so
• 36:58
  I
• 36:58
  think
• 36:59
  that's
• 36:59
  the
• 36:59
  first
• 36:59
  metric
• 37:00
  you
• 37:00
  should,
• 37:00
  you
• 37:00
  should
• 37:00
  look
• 37:00
  at
• 37:01
  how
• 37:01
  quickly
• 37:01
  are
• 37:01
  we
• 37:01
  getting
• 37:02
  back
• 37:02
  to
• 37:02
  our
• 37:02
  customers
• 37:03
  and
• 37:04
  that
• 37:04
  will
• 37:04
  tell
• 37:04
  you
• 37:04
  a
• 37:04
  lot.
• 37:05
  Hopefully
• 37:06
  you're
• 37:06
  pleasantly
• 37:07
  surprised.
• 37:07
  But
• 37:07
  sometimes
• 37:07
  you
• 37:08
  may,
• 37:08
  may
• 37:08
  not
• 37:08
  be,
• 37:08
  but
• 37:09
  it's.
• 37:09
  But
• 37:09
  that's
• 37:10
  the
• 37:10
  first
• 37:10
  step.
• 37:11
  Once
• 37:11
  you
• 37:11
  know
• 37:11
  that
• 37:11
  you
• 37:12
  can,
• 37:12
  you
• 37:12
  can
• 37:13
  set
• 37:13
  about
• 37:13
  trying
• 37:14
  to
• 37:14
  rectify
• 37:14
  that.
• 37:15
  And
• 37:16
  from
• 37:16
  there
• 37:16
  I
• 37:16
  think
• 37:17
  that
• 37:17
  that
• 37:17
  will
• 37:17
  lead
• 37:18
  you
• 37:18
  down
• 37:18
  a
• 37:18
  good
• 37:18
  path.
• 37:19
  So
• 37:19
  yeah,
• 37:19
  I
• 37:19
  think
• 37:19
  if
• 37:19
  it's
• 37:20
  one
• 37:20
  metric
• 37:20
  that's
• 37:20
  a,
• 37:21
  that's
• 37:21
  a
• 37:21
  starting
• 37:22
  metric
• 37:22
  to,
• 37:22
  to
• 37:23
  start
• 37:23
  to
• 37:23
  track
• 37:25
  and
• 37:25
  it's
• 37:25
  important.
• 37:25
  And
• 37:26
  again,
• 37:26
  I
• 37:26
  reiterate,
• 37:28
  for
• 37:28
  a
• 37:28
  lot
• 37:28
  of
• 37:28
  marketplaces,
• 37:29
  if
• 37:30
  you're
• 37:30
  outside
• 37:30
  of
• 37:30
  their
• 37:31
  SLAs,
• 37:31
  you,
• 37:31
  you
• 37:31
  will
• 37:32
  be
• 37:32
  penalized.
• 37:32
  It
• 37:33
  will
• 37:33
  affect
• 37:33
  your
• 37:33
  sales
• 37:33
  performance.
• 37:34
  Okay.
• 37:34
  So
• 37:35
  you
• 37:35
  fix
• 37:35
  that.
• 37:35
  That
• 37:35
  should
• 37:36
  help
• 37:36
  in
• 37:36
  terms
• 37:36
  of
• 37:36
  your,
• 37:37
  of
• 37:37
  your,
• 37:37
  your
• 37:38
  sales
• 37:38
  and
• 37:38
  growth
• 37:38
  as
• 37:39
  well.
• 37:39
  On
• 37:39
  marketplaces,
• 37:40
  I
• 37:41
  would
• 37:41
  also
• 37:41
  say
• 37:42
  your
• 37:43
  average
• 37:43
  response
• 37:44
  time
• 37:44
  per
• 37:44
  ticket
• 37:46
  helps
• 37:46
  you
• 37:47
  as
• 37:47
  well
• 37:47
  to
• 37:48
  find
• 37:49
  downfalls
• 37:50
  where
• 37:50
  you
• 37:51
  don't
• 37:51
  have
• 37:51
  enough
• 37:52
  technical
• 37:52
  support.
• 37:53
  Really,
• 37:53
  for
• 37:54
  the
• 37:54
  customer
• 37:54
  service
• 37:55
  team,
• 37:56
  I
• 37:57
  would
• 37:57
  go
• 37:57
  away
• 37:58
  for
• 37:58
  one
• 37:58
  and
• 37:58
  done.
• 37:59
  Really?
• 38:00
  Because
• 38:01
  out
• 38:01
  of
• 38:01
  own
• 38:01
  experience,
• 38:02
  one
• 38:02
  and
• 38:03
  done
• 38:03
  is
• 38:03
  a
• 38:03
  nice
• 38:04
  target
• 38:05
  to
• 38:05
  watch.
• 38:05
  But
• 38:06
  the
• 38:07
  minute
• 38:07
  a
• 38:07
  customer
• 38:07
  emails
• 38:08
  back
• 38:08
  thank
• 38:09
  you,
• 38:11
  your
• 38:11
  one
• 38:11
  and
• 38:11
  done
• 38:12
  is
• 38:12
  gone.
• 38:13
  Okay.
• 38:13
  And
• 38:14
  when
• 38:14
  I
• 38:14
  started,
• 38:15
  we
• 38:15
  were
• 38:15
  monitoring
• 38:16
  one
• 38:16
  and
• 38:16
  done,
• 38:17
  and
• 38:17
  there
• 38:17
  was
• 38:18
  always
• 38:18
  the
• 38:18
  question.
• 38:19
  So
• 38:19
  one
• 38:20
  and
• 38:20
  done
• 38:20
  meaning
• 38:20
  like
• 38:21
  one
• 38:21
  answer
• 38:21
  and
• 38:22
  that's
• 38:22
  one
• 38:22
  answer
• 38:23
  and
• 38:23
  no
• 38:24
  customer.
• 38:24
  Okay.
• 38:25
  Yeah,
• 38:26
  yeah.
• 38:27
  The
• 38:27
  minute
• 38:27
  it
• 38:27
  comes.
• 38:29
  Yes.
• 38:30
  I
• 38:31
  always
• 38:31
  say
• 38:31
  thank
• 38:31
  you
• 38:32
  when
• 38:32
  someone
• 38:33
  is
• 38:33
  helping
• 38:33
  me,
• 38:34
  which
• 38:35
  might
• 38:36
  make
• 38:36
  you.
• 38:39
  I'm
• 38:39
  sorry
• 38:39
  about
• 38:39
  that.
• 38:40
  Yes.
• 38:42
  You
• 38:42
  get
• 38:42
  penalized
• 38:43
  for
• 38:43
  making
• 38:44
  a
• 38:44
  customer
• 38:45
  happy.
• 38:47
  That's
• 38:47
  an
• 38:48
  interesting
• 38:48
  point.
• 38:48
  Never
• 38:49
  thought
• 38:49
  about
• 38:49
  that.
• 38:50
  So
• 38:50
  here
• 38:50
  are
• 38:50
  my
• 38:51
  apologies
• 38:51
  to
• 38:51
  all
• 38:51
  the
• 38:52
  customer
• 38:52
  support
• 38:52
  people
• 38:53
  that
• 38:53
  I
• 38:53
  ruined
• 38:54
  the
• 38:54
  statistics
• 38:54
  by
• 38:55
  just
• 38:55
  saying
• 38:55
  thank
• 38:55
  you.
• 38:56
  I'm
• 38:56
  really
• 38:56
  sorry
• 38:57
  about
• 38:57
  that.
• 38:58
  Yeah,
• 38:58
  we
• 38:58
  should
• 38:58
  definitely
• 38:59
  change
• 38:59
  that.
• 39:00
  Yeah,
• 39:00
  I
• 39:00
  like
• 39:00
  that.
• 39:01
  I
• 39:01
  love
• 39:01
  that.
• 39:01
  That
• 39:02
  was
• 39:02
  a
• 39:02
  really
• 39:02
  interesting
• 39:03
  look
• 39:03
  into
• 39:03
  the
• 39:04
  world
• 39:04
  of
• 39:04
  customer
• 39:04
  support
• 39:05
  and
• 39:06
  especially
• 39:06
  the
• 39:06
  details
• 39:07
  and
• 39:08
  nitty
• 39:08
  gritty
• 39:09
  things
• 39:09
  that
• 39:09
  happen
• 39:10
  here.
• 39:10
  So
• 39:10
  thank
• 39:11
  you
• 39:11
  very
• 39:11
  much,
• 39:11
  Irene
• 39:12
  and
• 39:12
  Gari,
• 39:13
  for
• 39:13
  this
• 39:13
  episode.
• 39:14
  Thank
• 39:14
  you
• 39:14
  for
• 39:14
  joining
• 39:15
  me
• 39:15
  today.
• 39:15
  Thank
• 39:16
  you
• 39:16
  for
• 39:16
  having
• 39:16
  me.
• 39:17
  Right.
• 39:18
  And
• 39:18
  yeah,
• 39:18
  if
• 39:19
  you
• 39:19
  enjoyed
• 39:19
  all
• 39:20
  that,
• 39:20
  let
• 39:20
  us
• 39:20
  know
• 39:20
  how
• 39:21
  you
• 39:21
  deal
• 39:21
  with
• 39:21
  your
• 39:21
  customer
• 39:22
  service
• 39:23
  challenges.
• 39:24
  Looking
• 39:24
  forward
• 39:25
  to
• 39:25
  your
• 39:25
  input
• 39:25
  here.
• 39:26
  And
• 39:26
  do
• 39:26
  tune
• 39:27
  in
• 39:27
  next
• 39:27
  time
• 39:28
  again.
• 39:28
  And
• 39:28
  don't
• 39:28
  forget
• 39:28
  to
• 39:29
  like
• 39:29
  and
• 39:29
  subscribe.
• 39:29
  You
• 39:29
  know
• 39:30
  how
• 39:30
  it
• 39:30
  works.
• 39:30
  Yeah.
• 39:31
  Thank
• 39:31
  you
• 39:31
  very
• 39:31
  much
• 39:31
  and
• 39:32
  bye
• 39:32
  bye.
• 39:37
  You
• 39:37
  listened
• 39:37
  to
• 39:38
  let's
• 39:38
  Talk
• 39:38
  Marketplace,
• 39:39
  the
• 39:39
  Marketplace
• 39:40
  podcast
• 39:41
  with
• 39:41
  Ingrid
• 39:41
  Lommer
• 39:42
  and
• 39:42
  Valerie
• 39:42
  Dichtel.