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036: Zoe Kahn, Shopify Customer Support Expert
Manage episode 346687685 series 3345284
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In this episode of Ecommerce Uncovered, Matt Lady and Zoe Kahn dive into the biggest misconceptions about customer service and customer experience, how to improve each by listening to pain points like return process & brand voice and how to handle returns in general. They also touch on the importance of automation & organization including the most overlooked things to automate, analytics to pay attention to plus how to use them to improve. At the end, Zoe talks about changes in the customer service industry over the years from Phone calls to Instagram DMs, importance of internal communication and how to prepare your customer service team for Black Friday.
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CONNECT WITH MATT
🌐 Website: https://mattladydigital.com/
🐦 Twitter: https://twitter.com/mattlady
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CONNECT WITH ZOE KAHN
🌐 Website: https://agavezoe.com/
🐦Twitter: https://twitter.com/_zoekahn_
📸 YouTube: https://www.youtube.com/channel/UCTuJhZSmJJG797BXDwpovAA
🎵 Tiktok: https://vm.tiktok.com/Tic.toc.zo
🖇️ LinkedIn: https://www.linkedin.com/in/zoe-kahn-5b61aa129/
🎥 Twitch: https://www.twitch.tv/agavezoe
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