eCommerce Fastlane Podcast

148: Give Your Customers Access To Great Customer Service To Ensure They Feel Valued, Appreciated, And Heard

EP148 Thankful

Your Business Is A Journey.  Invest In Yourself Today.


Being an entrepreneur is a life of learning, implementing, and iterating. All it would take is a new idea, a strategy, a Shopify app, or a marketing platform to be the next thing you need to improve efficiencies, drive more revenue, and build lifetime customer loyalty for your Shopify brand.

In today’s episode, my guest is James Hotson the VP of Partnerships from Thankful. Their mission is to give every customer access to great service by giving every Shopify brand the technology to deliver it. With Thankful on call 24/7/365, your business can scale and increase customer satisfaction without spiralling costs.

You can let technology do what technology does best so your humans can do what they do best; with Thankful on your team, human support staff can invest more time building customer engagement, and less time with repetitive tasks.

Notable Shopify brands like Untuckit, Puravida Bracelets, MeUndies, Blenders Eyewear, Bombas, Morphe, and many more, all trust Thankful to power intelligent automation for their businesses, which leads to world-class customer service.

What You Will Learn Today

  • How technology is solving the pain, sorrow, and desperation that customers feel when they are forced to interact with customer service.
  • How AI in customer support doesn’t have to be an all-or-nothing mindset.
  • How deep learning and natural language processing can take the right actions based on the intended meaning from your customer.
  • How to scale multichannel support where your customers want to communicate – such as social media, SMS, chat, and email.

Links And Resources Mentioned

Tweetable Gold Nuggets

Thankful's north star is to give every customer access to great customer service. We think great service is linked to lifetime value.Click To Tweet
Instead of acting as a first responder like many chatbots, Thankful's AI sits inside of your helpdesk to communicate with customers in a human-like fashion.Click To Tweet

Thank You For Listening

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Episode Sponsor: SMSBump

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About the author

Steve Hutt

Steve has entrepreneurship in his DNA, starting in the early days of online commerce when he achieved Power Seller status through his eBay store. This propelled him to become a co-founder of VisionPros.com, a contact lens and eyewear retailer. With a successful exit from his startup, he embarked on his next journey into agency work in e-commerce and digital strategy.

Currently, Steve is a Senior Merchant Success Manager at Shopify Plus, where he helps identify, navigate, and accelerate growth in the complex world of commerce.

To maintain his competitive edge, Steve also hosts the eCommerce Fastlane Podcast and Shopify Founder Stories, a top-rated twice-weekly podcast where he interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, to help Shopify brands improve efficiencies, grow revenue, profit, and lifetime customer loyalty.