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Hello and welcome to the DTC Podcast. Today, we're joined by Mike Wu from Monos, a leading brand in the travel and luggage industry. Mike shares how Monos has successfully integrated Zowie.ai into their customer service operations, handling 50% of customer inquiries and freeing their team to focus on more complex tasks.
Key Insights:
AI Integration: Learn how Zowie.ai is automating responses to common customer inquiries.
Efficiency Gains: Discover how AI allows Monos to scale without additional hires.
Data-Driven Decisions: Understand the role of AI in providing actionable insights to improve product quality and customer satisfaction.
Highlights:
50% of conversations handled by AI.
Focus on training AI for optimal performance.
Strategic scaling without increasing team size.
Timestamps:
0:00 - Introduction and Mike Wu’s background at Monos
2:00 - Initial challenges at Monos and early customer service struggles
4:30 - Transition to automation and offshore support team
6:30 - Implementing Zowie AI and its impact on customer service
8:45 - High-touch customer experience in the luggage industry
10:45 - Training and managing the AI for customer support
13:00 - Efficiency improvements and real-world examples
15:15 - Future plans for AI in pre-purchase interactions
17:30 - Proactive customer support and sales with AI
20:00 - Balancing automation and human touch in customer service
22:30 - Exploring AI for product returns and quality control
25:00 - Closing thoughts and future outlook
Hashtags:
#CustomerExperience #AI #Monos #DTC #Ecommerce #CustomerService #Automation #ZowieAI #CX #RetailTech
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