In this episode, we talk to Yohan Loyer, one of Europe's leading experts in customer service and e-commerce support, and Partnerships Manager at Gorgias, a top customer service platform for Shopify and fast-growing e-commerce brands. With nearly a decade of experience helping global brands grow at Salesforce and Gorgias, Yohan is passionate about transforming customer service into a revenue driver that increases retention, loyalty, and customer lifetime value. 💪🏻

We talk about how customer experience management tools, including those powered by artificial intelligence, are changing the customer journey, how small e-commerce businesses can compete with large brands, and the future of tools like Gorgias. Yohan also shares insights on conversational AI, intelligent automation, and how retailers can leverage customer data to grow faster and deliver exceptional experiences. 📈💸

If you run a Shopify store or work in e-commerce, this conversation will give you actionable ideas on how to turn customer service into a growth engine and prepare your brand for the future of online commerce. 🚀

4:48 Yohan: Guest Introduction

6:50 How e-commerce is changing nowadays?

9:30 Customer support: cost center or growth opportunity?

15:40 How Gorgias aggregates and uses customer data?

20:00 Creating a great brand experience with Gorgias

26:30 How AI can improve customer experience

35:15 What is conversational AI?

40:46 Small e-commerce businesses: what matters most? Can they compete with big brands?

45:12 When does advanced customer support stop making sense?

48:58 Preparing for new acquisition channels: Gorgias’ AI Shopping Assistant (ChatGPT integration, future of product search) and how the AI Agent learns

59:26 Comparing Shopify Sidekick with the Gorgias AI Agent

1:04:30 Key takeaways from the conversation

1:07:58 How can a positive customer experience be memorable? A football example ⚽️

🚀 Join Flight Club – a private community for Shopify Plus merchants: https://flightclub.wecanfly.pl/The next episode is coming up on 2 December!Are you in the e-commerce industry and would like to share your experiences? 👋Or do you know someone who should be on our guest list?Let us know in the comments or get back to us at hello@wecanfly.pl 📩All episodes are also available on the major podcast platforms. Details: https://bit.ly/3U9IYjD Do you have any questions? It's easiest to catch us on LinkedIn!Yohan 👉 https://bit.ly/4i1r8LEMaciek 👉 https://bit.ly/42ldGtATomek 👉 https://bit.ly/3B5LdvGFind us on:Our websites 👉 https://www.wecanfly.pl/ and https://wecanflyagency.com/Clutch 👉 https://clutch.co/profile/wecanflyLinkedIn 👉 https://www.linkedin.com/company/wecanfly-shopify/Shopify group on Facebook 👉 https://www.facebook.com/groups/4989242507789029Instagram 👉 https://www.instagram.com/wecanfly.agency/