Thrasio, one of the largest third-party sellers on the Amazon marketplace, took several of its core CX metrics from the top 10 percent to the top 1 percent across all industries. Major wins included reducing first reply time from 69 to 1 minutes, full resolution time from 97 to 12 minutes, and CSAT score from 87% to 97%. What’s their secret sauce?
In a Hot Ones-inspired interview, we put Gershwin Exeter, VP of Global Services at Thrasio, in the hot seat to find out. He discovers new hot sauces while you discover how his team is using AI, automation, and predictive analytics to deliver exceptional customer experiences. We also turned up the heat with live audience questions.
Don’t miss your chance to learn how the Thrasio Global Services team:
- Reduced its full resolution and first reply times while improving customer satisfaction across its expansive portfolio of over 190 brands.
- Revamped their job architecture, infused AI and automation in every role, and increased their employee satisfaction from 71% to 79%.
- Proactively reviews all 337 internal and external processes to align with the AI, automation, and predictive insights advancements.
- Built an integrated tech stack to predict and proactively address customer dissatisfaction mid-journey.
- Harnesses the power of automation and AI-powered technology to transform their CX and service delivery while reducing their total cost of ownership by 47 percent.
Speakers
Gershwin Exeter
VP of Global Services
Thrasio
Kurtis Hall
Sr. Director, Growth & Account Management
Tethr