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

<p>Aleksandra focuses on integrations with ecommerce platforms such as Shopify and WooCommerce, and on building an experience that helps merchants increase their sales.</p><p>She has been in product for 8 years, and has been working at Text since 2021.</p><p><b><strong>In This Conversation We Discuss:</strong></b></p><ul><li>[00:00] Intro</li><li>[01:07] Text, LiveChat, and the AI pivot</li><li>[01:59] 25 years of customer service data</li><li>[03:14] From biotech degree to ecommerce SaaS</li><li>[04:15] There's no right way into ecommerce</li><li>[04:37] Why you can't copy someone's success</li><li>[05:47] Using competitor analysis the right way</li><li>[06:22] Support chats are buying decisions</li><li>[07:12] Spotting high intent signals on your store</li><li>[08:35] Return questions are risk assessments</li><li>[09:00] Proactive outreach from humans or AI</li><li>[09:40] Beating fear, uncertainty, and doubt</li><li>[10:39] Why fast replies build trust</li><li>[11:05] How AI and humans work together in support</li><li>[13:10] The late-night mattress shopper story</li><li>[14:15] Measuring revenue lift from AI</li><li>[14:40] How Nuvoo grew sales over 400%</li><li>[16:12] 98% resolution vs. 70% of traffic</li><li>[17:33] Automating the "lazy customer" questions</li><li>[18:45] Proactive chat invites that drive sales</li><li>[19:53] Blending human support with AI agents</li><li>[20:50] Making AI sound like your brand</li><li>[21:33] Where to learn more about Text</li><li>[22:35] Free merch for customer support teams</li><li>[22:56] Final thoughts</li></ul><p><b><strong>Resources:</strong></b></p><ul><li>Subscribe to <a href="https://www.youtube.com/c/HonestEcommerce?sub_confirmation=1" rel="noopener noreferrer nofollow">Honest Ecommerce</a> on Youtube</li><li>AI customer service engine that drives revenue <a href="https://www.text.com/" rel="noopener noreferrer nofollow">text.com/</a> </li><li>On a customer support team? Grab Text's merch, including T-shirts and sweatshirts:<a href="https://store.text.com?utm_source=podcast&amp;utm_medium=Honest%20Ecommerce&amp;utm_campaign=podcast&amp;utm_content=" rel="noopener noreferrer nofollow"> store.text.com?utm_source=podcast&amp;utm_medium=Honest%20Ecommerce&amp;utm_campaign=podcast&amp;utm_content=</a>_ </li><li>Follow Aleksandra Kacperczyk <a href="https://www.linkedin.com/in/aleksandra-kacperczyk-200047180/" rel="noopener noreferrer nofollow">linkedin.com/in/aleksandra-kacperczyk-200047180/</a></li></ul><p><b