Hello Gorgias

Eli Weiss - head of CX and I sit down to talk about how other brands can replicate their success over SMS generating massive sales without discounts - but you can't do it without Customer Support.

Sign up for Gorgias here https://gorgias.grsm.io/olipop-gorgias-podcast-signup

Gorgias CEO Romain Lapeyre and product manager Zach Banov go over this month's Gorgias product updates and road map going into BFCM 2020.

Vested Interest is back. In this episode, Echo Capital Group, Greycroft and M13 judge who will have the best pitch among Kween, Repurpose, and Jammy.

After launching Shopify Plus in Japan, Rieko Uesaki, helps brands do the same thing.

Listen to this episode to understand the nuances and what you'll need to successfully launch in Japan.

Steve Morales, an ecommerce and retail veteran, drops by to share how he is preparing for BFCM and adapting their entire business model due to COVID 19.

Romain, Zach, and Lucas go over Gorgias product updates and features including stability for BFCM!

Dianna in our Facebook community posted a video asking this question. I share the answers from our customers, our CEO Romain, and my experience.

Want to be on an episode? Join our community and post your video!

And I tease an upcoming giveaway at the end (yes it's backmasked like a 1960s album)

Learn how Shinesty uses Gorgias https://gorgias.com/customers/shinesty

Want to learn how to use Gorgias like the best? Learn from the team at BattlBox

Rohan Kapoor takes the reigns once again in this episode of Vested Interest.

Jason Seeber, founder of Halo Life shares how he was researching masks for health as the pandemic hit.  He shares how he was able to produce a product, and how he uses Gorgias.

Catch a replay of the town hall where we go over stability, supporting BFCM, and the new chat development.

Joined by Truff cofounders, Nick and Nick, we talk about how COVID impacted their sales and supply chain. What that means for BFCM, and how you can offer exceptional customer support by using Gorgias.

Kelly Vaughn, of The Taproom shares how she's working with clients and brands to prepare for BFCM.

Vaughn't more Kelly? Add her podcast Commerce Tea, to your queue!

Encircled is an ethical fashion brand out of Toronto, Canada selling on Shopify.  When the Coronavirus Pandemic hit, they had to adapt fast. First they saw their revenue drop Their story has a happy ending, and they're now preparing for BFCM, and using Gorgias.

Val Geisler. You know her from the Dinner Party Strategy. We break down how to give exceptional support through email, and create an amazing customer experience at every interaction.

When it comes to ecommerce emails, support has some of the highest open rates there are. Val shares some ways to make your support emails less painful and more delightful.

Enjoy this episode of the Ecomm Swipe File - as always supported by Gorgias.

The ad platforms don't want to show your ads to customers who are going to have a bad experience. Tyler Donahue shares how he uses Gorgias to keep his CPMs low.

Zach and Lucas breakdown the latest updates to Gorgias, talk about downtime, and the new chat functionality. We're also giving away iPhones!

Shopify Flow is an incredibly powerful way to automate your store. We sat down with Eric Bandholtz of Beardbrand, and his Shopify Plus Merchant Success Manager Brett Burns. 

How are you using Shopify Flow in your store?

It's 5-10 times cheaper to keep a customer, than to acquire a new one to replace them. This just over an hour panel features five ecommerce veterans and leaders sharing how your company can increase your repeat purchase rate, and drive up your LTV.

I met with Noel Mack, Chief Brand Officer for Gymshark. We talked Tik Tok, building a brand and why you should AA test your content. 

Unfortunately the wrong mic was turned on so the audio isn't great, but it's worth listening to every word Noel says to scale your brand.

Before joining Shopify, Brian Peters launched the original marketing podcast during his time at Buffer, the science of social media  Here is his strategy for launching a podcast.

Karley Daudell from Shipbob swings by to share their insights and trends on when it comes to shipments being impacted by COVID, and protests.

We also discussed how brands can compete with Amazon on both support and logistics.

In this episode of the Ecomm Swipe File, Sue Zhou, an entrepreneur who started as a lawyer, shares her number one piece of advice. This is something we've seen happen more and more since Covid-19, and through the death of George Floyd.

Are you working collaboratively with your competitors?

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

I met up with Clayton Chambers, co-founder of Elliot and ecommerce veteran.  We talk about the future of ecommerce and customer support, and how it's all becoming commerce.

P.S. Build an audience before you build a product.  

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

We met the Gandhi Brothers at their Toronto HQ and filmed this episode on location from their warehouse.

Here is how they grew to a 9 figure Shopify business.

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Patrick Coddou, founder and CEO of Supply shared their entire Shark Tank experience, plus what it was like to get on-boarded as one of the first merchants using Shopify Fulfilment.

Joined by our partners at Recharge and Underwaterpistol, we looked into some data around subscription sales and customer support amid Covid-19 then answered your questions about growing your subscriber base.

Pretty by Her is a small brand. Their founder, Kelly shares how loosening up on the tone of her social brought her closer to her customers.

 Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

In a virtual edition of the eComm Swipe File, Lucas chats with John Roman, co-founder and CMO at BattlBox and Carnivore Club to chat about how they reduced churn from industry average by almost 75%. 

This special edition of the eComm Swipe File, was also made with our partners over at Subta - the Subscription Trade Organization.

Kate Albers, head of ecommerce at Chili Technologies, discuses how they deal with seasonality through the year and fluctuating sales.

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

At CES 2020, I caught up with the team over at Bartesian (think like a Keurig or coffee pod system for drinks). 

They had the good fortune of launching with a feature in O! Magazine, and endorsement by Oprah, but that also means they had lots of logistical challenges. From fulfilment to forecasting. 

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Chubbies made a bold move with their email marketing. Pretending to "leak" an email saying that a sale was unsustainable.  

Spoiler alert, it went well!

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Back in Austin, I had the chance to meet with Brooks and Seth from Riess Group.

I asked them, what's the best thing your clients can do.  The answer while simple, have good product photos, is anything but easy. 

When was the last time you evaluated your product photos?

Ben Smith, COO at Atheltic Greens shares how he prepares for Black Friday, the holidays, or any other time you have the gift of a large spike in sales.  Stress-test your supply chain.

From being able to get more packaging, to processing triple the number of customer service inquiries, you've got to have a plan!  

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Kurt Elster, Partner at Ethercycle and host of the Unofficial Shopify Podcast, shares the number one flow he recommends his clients, friends, and listeners install.  

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Selling online is hard enough, but how do you get sales when you sell a taboo item like cannabis accessories? Harrison Baum, founder of Daily High Club shares how the community he has built has lead to both long term subscribers, and happy new customers.

Want to try Gorgias? https://gorgias.com

~~~~~~~~~~~~~~~~~~~~~~~~~~~

The Ecomm Swipe File is powered by https://gorgias.com the number one helpdesk for ecommerce merchants. Turn your customer success from a cost centre to a profit generator through conversational commerce

Kara Morin of Rareform shares why and how they use presales to gather data that improves cashflow, marketing, and inventory levels. 

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Check our Rareform at https://rareform.com

One of the biggest challenges is keeping your retailers happy when you sell direct to consumer. I talk to Kara Goldin, CEO and Founder of Hint, in this episode about how brands, retailers, and customers can all exist and work together.  

We also talk about how a brand is much more than just a product, for example, how consumers have written to tell Kara and her team how a bottle of Hint water is the only thing they can enjoy the taste of while going through chemo. Your brand is much more than your products. 

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Ronny Sage, CEO of Shopping Gives talks to us about how brands can use charitable giving and donations to not just make a difference but to impact the bottom line. 

Want to try Gorgias? https://gorgias.grsm.io/ecommswipefile

Duc from Annemarie Gianni shares the impact that using Carthook, a checkout replacement has had. They were able to increase their AOV 15% and double their landing page revenue.

Send me a screenshot of your review to win a giftcard to Annemarie Gianni

Learn how the world's leading DTC brands are transforming their customer service to a profit centre at https://gorgias.grsm.io/ecommswipefile

I chatted with Privy's CEO and Founder Ben Jabbawy at their first conference Privy Live about one thing they wished more customers would do.

Ben shared that if someone has added to cart, and they're about to leave the page, it's the perfect time to give an offer.

You'll recover up to 10% of your abandoned carts.

That's 10% of the customers you've worked really hard to get to your website and add an item to your cart, that you can recover for zero dollars.