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🤠 Hey, Hey, Howdy! 🤠

Not much to report this week, just keeping it real! Feeling pretty wiped out with the whole moving, working and just existing routine, and there's no sign of slowing down. So, let's roll up our sleeves and get into this week’s CX sh*t. 😘

📷️ Digital Experience News 📷️

When’s the last time you went into a Levi’s store? Personally, I only think of them as sold in Target, Pacsun, Urban Outfitters etc etc etc…

However, the historic denim brand is making big moves to switch from being mostly a wholesaler to a retailer that puts its customers first. They reported a 12% rise in e-commerce sales for Q1 of 2024 and the CEO sited improvements in customer experience as a key reason for the increase. See customer support DOES matter! (I’m looking at you CFOs👀) An interesting aspect of the switch to DTC is Levi’s focus on site navigation, search and product filtering. Constantly evaluating the ease of the customer journey from awareness to purchase can bring attention to where the friction is. Guess who gets to hear those complaints a lot of the time? That’s right your agents! Always a wealth of information. For in-store they’ve noted what other big retailers are bringing to the table and have started to add tailoring services in-store. Overall, they're all about giving customers a top-notch experience to keep them coming back for more Levi's gear and controlling the brand story switching from wholesale to retailer. 👖

Let’s Talk Training

So, training, ever heard her? It's essential, no doubt. But let's go beyond the usual technical drill like gorgias or Shopify, and really get into what makes the difference for killer customer support training.

Now, whether you're a startup or a corporation, let's face it—training sometimes gets the cold shoulder. It's like everyone's got a million other fires to put out. But here's the thing: just sticking to the basics won't push your company to grow. When onboarding someone, it’s a chance to have a fresh set of eyes bring something new to the CX team.

Imagine this: your customer support team armed with skills that go way beyond the norm. That's where the magic happens. So, here's the plan: let's start by getting your team talking with other departments—marketing, sales, operations, warehouse—you name it. Facilitating a collaborative working environment is where It starts. Remember when we talked about this a while back? Creating a welcoming environment for your customer support agents to share their thoughts and ideas with other teams? That's the ticket. It's all about fostering collaboration and openness. Synergy, baby!

But wait, there's more! Let's talk about beefing up your CX training. It's not just about knowing the ins and outs of your products; it's about understanding your customers on a deeper level. Think empathy training, where your agents learn to step into the shoes of your customers and really understand their pain points. Communication skills? That's a big one too. Teaching your team how to handle tough situations and turn unhappy customers into your biggest fans.

Back to product training real quick. Is your brand a food company? Send a little treat their way! A slime store? Let them pick out a few to get familiar. How is an agent supposed to answer questions about a product they’ve never interacted with?

Now, onto the nitty-gritty. Brand guidelines? Yeah, they're pretty important. Your agents need to know that brand voice like the back of their hand. And why not take it a step further? Let them sit in on social meetings, soak up all that branding goodness. It's like giving their customer support game a turbo boost.

I’ve said It 100 times and ill say It 100 more, agents can be the reason a customer does or does not purchase, and that comes from training empowered and confident brand champion agents. Get after It!!!

🎙️ LET’S LAUGH ABOUT IT 🎙️

🧑‍💻 CX Job Board 👩‍💻

Here are some jobs in CX we found this week. If you or your company is hiring, let us know and we can add It next week!

📆 Upcoming Events 📆

Are you ready to take your DTC eCommerce brand to the next level? Join Zoe May 2nd in San Diego for a gorgias and Inevitable Agency sponsored event. 💯

Have you join the CX discord server yet? What are you waiting for! We may have some fun events in the works 👀

🚨Inevitable Agency CX Audits 🚨

Apparently we’re giving away TOO much information? We love to do it! It helps the company we’re working with but also gives our team valuable practice.

Don’t wait, book your free audit with the Inevitable Agency team!