For us, it’s all about what you guys mentioned
Posted: Wed Feb 12, 2025 5:42 am
I like that idea that [inaudible] AI basically from that customer journey [inaudible] makes it better. A little more easy. A little more [Inaudible] for the customer and for the brand. Mike, what would you add to that?
Michael Miller: (18:29)
earlier, which is getting more proactive. So we’ve got nearly four billion shipping events on our platform right now, and we’ve built machine learning models to crawl all over those specifically so that we can predict when an estimated delivery date or a promise date is going to be missed. So for example, just last week, we identified over 300,000 shipments that were going to miss their promise date and we did it up to 36 hours before the carrier even reported the problem. So you’re talking about up to a day and a half before you would otherwise know there’s a problem. When you can reach out to the customer, you can reassure them, you can appease them, you can reset expectations, you can talk to the carrier about the issues. So it’s really for us all about identifying stuff that the carriers aren’t telling you and that you can’t otherwise as explicitly see in the network so that you can get out in front of these issues and create better customer experiences. That’s the biggest place where we’re deploying it.
Gabe Larsen: (19:33)
Yeah, that’s incredible. The 36 hours. That’s a long time before obviously the colombia phone number list carriers knew about it. Well, let’s wrap, guys, a lot of fun conversations, obviously challenging times need to figure out the best way to do that. Specifically, thinking about this idea of, “Where is my order.” Before we leave, advice for customer service leaders. Give me kind of your summary or your takeaway. Vikas, let’s start with you.
Vikas Bhambri: (19:58)
Yeah. I mean, my advice to customer service leaders is you have a once in a lifetime opportunity, right? For the last few years, every leader I speak to, not just in the customer service, but the C level in the boardroom has said, “My threat is Amazon and Walmart. When do they come into my market?” You have an opportunity here to take customers away from them because they’re having their challenges just like you are. So it’s a once in a lifetime opportunity because you have this opportunity to acquire customers. I mean, I’m seeing CACs have literally zero, right? Customer Acquisition Costs of zero. But if you drop the ball, and now the pressure’s on you Mr. or Mrs. Customer service leader, if you drop the ball, when this pandemic ends, those customers won’t be there. What do you do?
Michael Miller: (18:29)
earlier, which is getting more proactive. So we’ve got nearly four billion shipping events on our platform right now, and we’ve built machine learning models to crawl all over those specifically so that we can predict when an estimated delivery date or a promise date is going to be missed. So for example, just last week, we identified over 300,000 shipments that were going to miss their promise date and we did it up to 36 hours before the carrier even reported the problem. So you’re talking about up to a day and a half before you would otherwise know there’s a problem. When you can reach out to the customer, you can reassure them, you can appease them, you can reset expectations, you can talk to the carrier about the issues. So it’s really for us all about identifying stuff that the carriers aren’t telling you and that you can’t otherwise as explicitly see in the network so that you can get out in front of these issues and create better customer experiences. That’s the biggest place where we’re deploying it.
Gabe Larsen: (19:33)
Yeah, that’s incredible. The 36 hours. That’s a long time before obviously the colombia phone number list carriers knew about it. Well, let’s wrap, guys, a lot of fun conversations, obviously challenging times need to figure out the best way to do that. Specifically, thinking about this idea of, “Where is my order.” Before we leave, advice for customer service leaders. Give me kind of your summary or your takeaway. Vikas, let’s start with you.
Vikas Bhambri: (19:58)
Yeah. I mean, my advice to customer service leaders is you have a once in a lifetime opportunity, right? For the last few years, every leader I speak to, not just in the customer service, but the C level in the boardroom has said, “My threat is Amazon and Walmart. When do they come into my market?” You have an opportunity here to take customers away from them because they’re having their challenges just like you are. So it’s a once in a lifetime opportunity because you have this opportunity to acquire customers. I mean, I’m seeing CACs have literally zero, right? Customer Acquisition Costs of zero. But if you drop the ball, and now the pressure’s on you Mr. or Mrs. Customer service leader, if you drop the ball, when this pandemic ends, those customers won’t be there. What do you do?