AI Customer Support That Drives Sales: Text's Aleksandra Kacperczyk

Aleksandra focuses on integrations with ecommerce platforms such as Shopify and WooCommerce, and on building an experience that helps merchants increase their sales.

She has been in product for 8 years, and has been working at Text since 2021.

In This Conversation We Discuss:

• [00:00] Intro
• [01:07] Text, LiveChat, and the AI pivot
• [01:59] 25 years of customer service data
• [03:14] From biotech degree to ecommerce SaaS
• [04:15] There's no right way into ecommerce
• [04:37] Why you can't copy someone's success
• [05:47] Using competitor analysis the right way
• [06:22] Support chats are buying decisions
• [07:12] Spotting high intent signals on your store
• [08:35] Return questions are risk assessments
• [09:00] Proactive outreach from humans or AI
• [09:40] Beating fear, uncertainty, and doubt
• [10:39] Why fast replies build trust
• [11:05] How AI and humans work together in support
• [13:10] The late-night mattress shopper story
• [14:15] Measuring revenue lift from AI
• [14:40] How Nuvoo grew sales over 400%
• [16:12] 98% resolution vs. 70% of traffic
• [17:33] Automating the "lazy customer" questions
• [18:45] Proactive chat invites that drive sales
• [19:53] Blending human support with AI agents
• [20:50] Making AI sound like your brand
• [21:33] Where to learn more about Text
• [22:35] Free merch for customer support teams
• [22:56] Final thoughts

Resources:

• Subscribe to Honest Ecommerce on Youtube
• AI customer service engine that drives revenue text.com/ 
• On a customer support team? Grab Text's merch, including T-shirts and sweatshirts: store.text.com?utm_source=podcast&utm_medium=Honest%20Ecommerce&utm_campaign=podcast&utm_content=_ 
• Follow Aleksandra Kacperczyk linkedin.com/in/aleksandra-kacperczyk-200047180/

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