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[CX Stories] Noriko Kusaka, Head of CX at Nordgreen

Introduction Meet Noriko, Head of Customer Experience at Nordgreen. With over five years of CX leadership under her belt, Noriko brings a thoughtful, hands-on approach to everything from support and logistics to loyalty and AI-powered improvements. She's led a multinational team of 10+, blending big-picture strategy with day-to-day execution, all while staying deeply connected to what customers care about most. Nordgreen is a Copenhagen-based watch brand known for its minimalist design, sustaina

· Anna

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[CX Stories] Gerardo Barrera, Head of CS at TWOTHIRDS SLU

Introduction Gerardo Barrera is the Head of Customer Service at TWOTHIRDS SLU with years of experience in the fashion retail space. Founded in 2010, TWOTHIRDS is an ocean-inspired slow fashion brand for women and men. Known as the pre-order and deadstock pioneers, they spearheaded the use of innovative low-impact materials and are B Corp Certified. Their mission is to bring positive change to the fashion industry – to protect what we love: our ocean. All their clothing is designed in Barcelona,

· Anna

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[CX Stories] Jamie Cassidy, Director of Marketing and CX at H2O Audio

Introduction Jamie is the Director of Marketing and Customer Experience at H2O Audio with years of experience in CX within the sports industry. She is also the head coach of the women's club water polo team at San Diego State University. Founded in 2003 and headquartered in San Diego, H2O Audio has redefined the way athletes connect with music. For over 20 years, the brand has developed innovative, high-performance audio solutions that inspire athletes to push beyond their limits. H2O Audio prod

· Anna

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[CX Stories] Natascha Koblov, Head of CS + Marketing Manager at Piñata Rent

Introduction Natascha is the Head of CS and Growth Marketing Manager at Piñata Rent with 15 years of experience in marketing and advertising across Europe and the US. Piñata Rent is a rewards and financial wellness platform for renters. Designed to empower renters, Piñata makes it easier to turn rent by turning someone’s biggest monthly expense into a path toward financial growth. Interview 1. How did your journey into CX start, and how did you know it was your calling? I've always gravitated to

· Anna

Popular Articles

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What is a Group Chat?

What is a Group Chat and what a good group chat looks like in the workplace What is a group chat (or team chat)? Group chat is a type of communication platform that allows members of a group, team or organization to quickly and easily exchange information in real-time through instant messaging. Group chats are formed by having a user, or multiple users, join a chat room by invite or by a shared link if they're made available. They can send direct messages to the entire group without having to se

· Channel Talk

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How to Ask for Google Reviews

How to Ask for Google Reviews We've all been there: You're traveling in a new city, you're starving and craving a burger, so you pull out your phone and do a quick Google search for a restaurant nearby. You have a few options, but before you make a decision, you scroll down to the reviews section to get a gauge of whether or not the place is worth going to. Sound familiar? It's a scenario many of us have experienced before. Whether you are booking a hotel or searching for skincare products or lo

· Anna

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4 Strategies To Grow Your Business Selling Fashion Brand Shoes

4 Strategies To Grow Your Business Selling Fashion Brand Shoes The footwear industry is an incredibly competitive space, with hundreds of brands vying for attention and sales. However, there are still plenty of opportunities to grow a successful business selling fashion brand shoes. With the right strategies in place, entrepreneurs can create an effective strategy for standing out from the competition and building a thriving enterprise. The Fashion Brand Shoes Industry Starting a shoe business c

· Anna

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Glowny: 50% Decrease in Simple Inquiries

Glowny's Journey: From Retailer to a Thriving Designer Brand – The Secret to Success 📖 The Problem: Glowny’s explosive popularity lead to 8,000 deliveries and receiving over 100 inquiries overnight with only one CS employee. 💡 The Solution: Channel Talk centralized all communication channels for easy management and implemented support bots to handle repetitive questions. 🌟The Result: Reduced inquiries by 50%. CEOs Jane Choi and Jiho Choi went from losing $37.5K USD a month from their first busin

· Anna

CX Stories

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[CX Stories] Noriko Kusaka, Head of CX at Nordgreen

Introduction Meet Noriko, Head of Customer Experience at Nordgreen. With over five years of CX leadership under her belt, Noriko brings a thoughtful, hands-on approach to everything from support and logistics to loyalty and AI-powered improvements. She's led a multinational team of 10+, blending big-picture strategy with day-to-day execution, all while staying deeply connected to what customers care about most. Nordgreen is a Copenhagen-based watch brand known for its minimalist design, sustaina

· Anna

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[CX Stories] Gerardo Barrera, Head of CS at TWOTHIRDS SLU

Introduction Gerardo Barrera is the Head of Customer Service at TWOTHIRDS SLU with years of experience in the fashion retail space. Founded in 2010, TWOTHIRDS is an ocean-inspired slow fashion brand for women and men. Known as the pre-order and deadstock pioneers, they spearheaded the use of innovative low-impact materials and are B Corp Certified. Their mission is to bring positive change to the fashion industry – to protect what we love: our ocean. All their clothing is designed in Barcelona,

· Anna

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[CX Stories] Natascha Koblov, Head of CS + Marketing Manager at Piñata Rent

Introduction Natascha is the Head of CS and Growth Marketing Manager at Piñata Rent with 15 years of experience in marketing and advertising across Europe and the US. Piñata Rent is a rewards and financial wellness platform for renters. Designed to empower renters, Piñata makes it easier to turn rent by turning someone’s biggest monthly expense into a path toward financial growth. Interview 1. How did your journey into CX start, and how did you know it was your calling? I've always gravitated to

· Anna

Customer Cases

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LeTAO: How to Achieve a 50% Conversion Rate from Online

LeTAO: How to Achieve a 50% Conversion Rate from Online Started in Hokkaido, LeTAO is a popular dessert brand that specializes in creating exquisite sweets, including its signature Double Fromage cheesecake, beloved by customers across the world. 📖 The Problem: As LeTAO's popularity was exploding offline, the online website was only managed with email and LINE messenger and inquiries were mostly about post-purchase. 💡 The Solution: LeTAO started using Channel Talk to increase pre-purchase conver

· Anna

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Jun: 40% Conversion Rate Through Sales Concierge

Jun: 40% Conversion Rate Through Sales Concierge Jun is a fashion brand known for blending traditional aesthetics with contemporary design, offering high-quality, stylish apparel across various sub-brands. 📖 The Problem: The apparel market is shrinking and rather than sell at a discount just to move stock, Jun wanted to keep selling products at full price to protect their business. 💡 The Solution: Jun used Channel Talk to create a sales concierge service for their online store that provided pers

· Anna

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Verish: AI Agent ALF's Efficiency Greater Than 4 Agents

Verish: AI Agent ALF's Efficiency Greater Than 4 Agents "The number of times ALF answered questions during our Youtuber collaboration event was more than the number of questions answered by four agents." -CX Team Lead, Hyun-ji Choi Verish is a rapidly growing apparel brand with a 350% increase in growth YoY, generating $25 million USD in 2023. Sales for just the first half of 2024 have already reached $26 million USD so the company is on track for a great year. Another amazing feat - 80% of sale

· Anna

Business Insights

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[Coffee Table Ep.3] | How to Get Your First Customer

Channel Talk CEO Josh Kim chats with Min Seon, CEO of Umoh as they discuss how Umoh acquired their first few customers as a growing startup. Coffee Table Ep.3 | How to Get Your First Customer Welcome to Coffee Table, a podcast where we chat with experts about various topics across customer experience, start-ups, and more. In the third episode of our series, Josh sat down with Min Seon of Umoh. Highlights: - Min went to each one of her customers' events to see them use Umoh in action - From the e

· Anna

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[Sales Tech Star] Navigating B2B Customer Experience: Trends and Biggest Pitfalls

[Sales Tech Star] Navigating B2B Customer Experience: Trends and Biggest Pitfalls (Originally published on Sales Tech Star by Josh Kim) The world of B2B marketing comes with a unique set of challenges and considerations, setting it apart from traditional B2C marketing. Unlike B2C scenarios where advertising often leads to immediate action, B2B customers tend to meticulously evaluate potential tools and solutions before integrating them into their companies. They weigh factors like alignment with

· Anna

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[Total Retail] 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth

[Total Retail] 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth (Originally published on Total Retail by Josh Kim) Credit: iStock.com by Tom Werner In the crowded and rapidly changing world of e-commerce, understanding the importance of loyal customers is key to achieving sustainable growth and long-term success. VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue. For context, these are the customers who continue to b

· Anna

Quick Tips

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5 Key Marketing Campaigns to Set Up [Onboarding Guide]

Marketing campaigns are personalized pop-ups you can send to segmented customers. From saying hello to first-time visitors to VIP-only discount messaging to cart abandonment reminders, you can utilize this feature in many ways to communicate with your customers. To help you get started, we’ve compiled the top 7 essential marketing campaigns you need to help get started. General Steps: 1. Find the Marketing icon on the left-hand menu 2. Click [Campaign] 3. Click [Create a campaign] 4. Select Mess

· Anna

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7 Key Segments to Set Up [Onboarding Guide]

Contacts is where all your customer data lives. Within that database, you can create segments of your customers to then send personalized messages to which can improve engagement and increase sales. To help you get started, we’ve compiled the top 7 essential segments to build in your CRM so you can get the most out of this feature. General Steps: 1. Find the Contacts icon on the left-hand menu 2. Click [Advanced Filter] 3. Search the variables listed below in each section 4. After setting the va

· Anna

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CX Manager Efficiency Guide - (1) Chat Support Edition

The Secret to Finishing the Same Work 30 Minutes Earlier as a CX Manager Have you ever found yourself stuck in a cycle of endless conversations, pushing back that project you promised to start this year? As a CX manager juggling multiple tasks while handling customer interactions, efficiency becomes your best friend. Channel Talk is here to revolutionize your workday. Our platform offers a suite of features designed to minimize repetitive tasks and allow you to focus on what truly matters – your

· Channel Talk

Compare

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Free Live Chats: Channel Talk vs Tawk.to

Free Live Chats: Channel Talk vs Tawk.to If you're considering Tawk.to, that means you're looking for completely free plan that also includes a lot of robust features so you can talk to your customers without having to pay a hefty price. And if you're on this blog, that means you're considering other free live chat platforms that might be able to offer more than Tawk.to. Here is a quick breakdown of the features both Channel Talk and Tawk.to offer: Tawk.to: Too Basic with Outdated Design Tawk.to

· Anna

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Free Live Chats: Channel Talk vs Tidio

Free Live Chats: Channel Talk vs Tidio If you’ve moved on from Shopify Inbox and are looking for a free live chat option with more features that can support your business’s growth, you’ve come to the right place. There’s a reason why growing e-commerce stores end up switching to other live chat tools and it’s because as you gain more customers, you need more tools to help you communicate with them. Other major players like Gorgias, Zendesk, and Intercom all do not have a free plan. Making a deci

· Anna

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Free Live Chats: Channel Talk vs Shopify Inbox

Free Live Chats: Channel Talk vs Shopify Inbox When deciding on a live chat for your e-commerce store, the best option is to choose a free software so you can test out the functionality without spending any money. Whether or not you choose to move on to a paid version is dependent on your business needs. With around 2.5 million businesses using Shopify, starting off with Shopify Inbox, a free live chat tool offered by the e-commerce platform is a great starting option. There are other completely

· Anna

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