Keep Smiling: The E-Commerce Customer Experience Podcast
44 episodes - English - Latest episode: about 2 months ago - ★★★★★ - 6 ratingsSelling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We’ll discuss what matters today and what you can do to build a better eCommerce business, we’ll show you how! :)
Appreciate the show? Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :)
Have an inquiry related to the podcast? Email us: keepsmiling (at) sellersmile.com.
Homepage Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Episodes
Ep. 042 - Trademarks, IP and Customer Experience
March 05, 2024 04:39 - 11 minutes - 12.9 MBShow notes: SellerSmile.com/042 Tools and resources: -- USPTO Learning Resources -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellersmile.com/services/ -- Try Help Scout for your customer service, the same CRM SellerSmile uses, and get a $50 credit when you sign up through our link at https://helpscout.partnerlinks.io/jftujl9iejkq -- Bluehost for a domain, hosting, or email at https://bluehost.sjv.io/c/35165...
Ep. 041 - Setting SPF, DKIM and DMARC Domain Records
February 26, 2024 10:22 - 12 minutes - 14.6 MBShow notes: SellerSmile.com/041 Tools and resources: -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellersmile.com/services/ -- Try Help Scout for your customer service, the same CRM SellerSmile uses, and get a $50 credit when you sign up through our link at https://helpscout.partnerlinks.io/jftujl9iejkq -- Bluehost for a domain, hosting, or email at https://bluehost.sjv.io/c/3516541/795082/11352 >>> Leave us...
Ep. 040 - Intro to Email Authentication
February 19, 2024 08:02 - 10 minutes - 12.2 MBShow notes: SellerSmile.com/040 - Email authentication technology serves as a vital defense against phishing scams and unauthorized email impersonation. By implementing email authentication protocols, businesses can protect their customers and uphold their brand integrity. At its core, email authentication involves verifying the legitimacy of an email sender and ensuring that emails are delivered securely. Tools and resources: -- SellerSmile is your e-commerce customer service team. We of...
Ep. 039 - 5 Best Practices for Your Customer Service Email Address
February 12, 2024 07:34 - 7 minutes - 8.64 MBShow notes: SellerSmile.com/039 - Discover 5 essential tips to optimize your e-commerce customer service email address for success. From branded domains to email authentication, we've got you covered! Tools and resources: -- SellerSmile is your e-commerce customer service team. We offer a free 7-day trial! Browse our services at https://www.sellersmile.com/services/ -- Try Help Scout for your customer service, the same CRM SellerSmile uses, and get a $50 credit when you sign up through...
Ep. 038 - E-Commerce Customer Service
February 05, 2024 07:00 - 11 minutes - 13.2 MBShow notes: SellerSmile.com/038 >>> Leave us a review and rating wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast?! >>> Email us: keepsmiling(at)sellersmile.com. This show is produced by SellerSmile, your e-commerce customer service team since 2017.
Ep. 037 - What is "Customer Service"?
January 29, 2024 23:14 - 9 minutes - 11.6 MBShow notes: SellerSmile.com/037 - Tygh answers the question "What is customer service" with several perspectives from industry leaders, Help Scout, Zendesk, Shopify and ChatGPT. Customer service is HUGE for any business so taking the right perspective on it can make all the difference. >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast?! >>> Email us: keepsmiling(at)sellersmile.com. This sh...
Ep. 036 - Reintroduction to SellerSmile and the Podcast
January 22, 2024 20:25 - 6 minutes - 6.94 MBWhat’s next? - Regular (weekly) helpful content for customer service teams, every Monday - Multimodal: video + audio + text! - Five minute timer, one take! Thanks for listening :) This show is produced by SellerSmile, your e-commerce customer service team. Stay safe and keep smiling! 🙂 Produced by SellerSmile
Ep. 035 - Tygh's Interview on The Checkout with Adii Pienar of Cogsy
February 17, 2023 20:02 - 44 minutes - 51.1 MBThis episode is a recent conversation I had with author and 3x founder, Adii Pienar. After building Conversio & WooCommerce, Addi is leading a company called Cogsy, making inventory management and financial systems for Shopify and Amazon sellers. In this conversation we review how SellerSmile got it's start and some interesting ideas around customer experience, customer service, artificial intelligence. In particular, and related to Cogsy, we talk about the perils of stocking out. Cogs...
Ep. 035 Tygh's Interview on The Checkout with Adii Pienar of Cogsy
February 17, 2023 20:02 - 44 minutes - 51.1 MBIn this episode, I wanted to share a recent conversation I had with author and 3x founder, Adii Pienar. After building Conversio & WooCommerce, Addi is leading a company called Cogsy, making inventory management and financial tools for Shopify and Amazon sellers. In this conversation we review how SellerSmile got it's start and some interesting ideas around customer experience, customer service, artificial intelligence. In particular, and related to Cogsy, we talk about the perils of s...
Ep. 034 - Bookkeeping for E-commerce with Nathan Hirsch of EcomBalance
November 23, 2022 20:45 - 30 minutes - 35.5 MBIn my conversation with Nathan, we discuss what he's up to now, three years after the FreeUp acquisition. He describes how he started EcomBalance and Outsource School during the pandemic, the nuances of bookkeeping and accounting for e-commerce businesses, and life as a new foster parent! Nathan has a ton of energy and a passion for customer service, instilled during his time working at Firestone. He carries that with him today in the way he graciously caters to the clients, customers, and...
Ep. 033 - A Career in Customer Service with Jace of SellerSmile
June 21, 2022 21:02 - 34 minutes - 39.9 MBJace, from Marikina City, Philippines, has made her career in different roles related to customer service. From Cricket Wireless to e-commerce with Seller Labs and Snagshout where she met Michael and Tygh. Today, Jace is a Customer Experience Specialist at SellerSmile, specializing in account management and internal training. Full video interview: https://www.sellersmile.com/033
Ep. 032 - Digital Nomading and Remote Work with Yasine Honerkamp of SellerSmile
June 07, 2022 14:02 - 39 minutes - 45 MBShow notes: sellersmile.com/032 This is a discussion with Yasine Honerkamp, a Customer Experience Project Manager at SellerSmile. We talk about how Yasine travels the world (Portugal, Spain, Morocco and more) while working in customer service. Yasine recounts how he had to adjust his life and travel plans after the COVID pandemic took affect. Support the show! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Have an inquiry rel...
Ep. 031 - 9 Customer Service Mistakes Amazon Sellers Make & How to Avoid Them (WEBINAR)
September 02, 2021 17:37 - 56 minutes - 65.3 MBToday I’d like to share the audio from a recent webinar I cohosted with Katie, Kenly, and Brittany of Kaspien. They're wonderful people and know a ton about Amazon customer service! Kaspien is “tech- enabled growth marketplace based out of Spokane, Washington. They offer a range of services. I’ve met some of their leadership and they’ve been an Amazon seller since 2008! They know their stuff. They introduce themselves much better than I could at the beginning of the presentation. Show n...
Ep. 030 - Contact Amazon Buyers from Customer Reviews on the Brand Dashboard; Resolve Critical Issues and Build Trust
June 28, 2021 20:44 - 9 minutes - 11.7 MBShow notes: sellersmile.com/030 In June 2021, Amazon released an update to their Customer Reviews on the Brand Dashboard feature. Here’s a helpful screencast of this new feature, Tygh introduces this feature and shows you how to use it with your own brand! Show Links Amazon Brand Registry. VIDEO Screencast on YouTube: Contact Amazon Buyers from Customer Reviews on the Brand Dashboard. Support the show! >>> Leave us a review and rating in iTunes, or wherever you get your podcas...
Ep. 029 - X-Cart & Tyler Henderson; Customer Experience Spotlight
June 14, 2021 15:55 - 46 minutes - 53.4 MBTygh catches up with a long-time friend and former coworker, Tyler Henderson. Tyler shares his take on e-commerce customer experience, from working with affiliates at Seller Labs to his activities as a global account executive at X-Cart. Tyler Henderson is a Global Account Executive at Seller Labs and X-Cart and a regular speaker on all-things eCommerce. X-Cart works with more than 38,000 brands that did more than seven billion in sales in 2020. X-Cart is the open code eCommerce platform t...
Ep. 028 - Amazon Communication Guidelines Update (November 2020)
October 17, 2020 16:12 - 30 minutes - 34.7 MBAmazon announces an official update to their Communication Guidelines, effective November 3rd, 2020. These updates will change communication between sellers and Amazon buyers, influencing the ways sellers use Buyer-Seller Messaging to run their businesses and represent their brands on Amazon. Michael and Tygh review Amazon’s full update and annotate with their thoughts and comments along the way. Show notes: sellersmile.com/028 Want to support the show?! >>> Leave us a review and r...
Ep. 027 - Shopify + Walmart Partnership and eCommerce Marketplace Expansion
July 01, 2020 22:58 - 12 minutes - 14.9 MB“Walmart Expands Its eCommerce Marketplace to More Small Businesses” June 15, 2020 By Jeff Clementz, Vice President, Walmart Marketplace Show notes: sellersmile.com/027 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast?! >>> Email us: [email protected]. This show is produced by SellerSmile, your e-commerce customer service team.
Ep. 026 - Top 5 Lessons Learned from COVID-19
June 23, 2020 23:40 - 47 minutes - 53.8 MBWe cover the top 5 lessons learned while running an e-commerce customer service agency during COVID-19. Show notes: sellersmile.com/026 Catch our first COVID-19 episode from 3/17/20 here: sellersmile.com/024 Catch our second COVID-19 episode from 3/27/20 here: sellersmile.com/025 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast?! >>> Email us: keepsmiling@sel...
Ep. 025 - COVID-19 Update: FBM Tips and Amazon, eBay, and Walmart Announcements (3-27-20)
March 28, 2020 22:41 - 20 minutes - 24.2 MB(Updated 3/27/20). In our second COVID-19 update, we review how the ongoing Coronavirus outbreak is affecting e-commerce customer service, including considerations for FBM and special announcements from the major e-commerce platforms: Amazon, eBay, and Walmart. Catch our first COVID-19 episode from 3/17/20 here: sellersmile.com/024 Show notes: sellersmile.com/025 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank...
Ep. 024 - COVID-19 and Strategies for Amazon and Online Customer Service (3-17-20)
March 17, 2020 22:56 - 17 minutes - 19.5 MBWe review how the COVID-19 outbreak is affecting our clients’ e-commerce businesses, plus ways to prepare your support team to communicate supply chain disruptions to your customers. Show notes: www.sellersmile.com/024 Want to support the show?! >>> Leave a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast? >>> Email us: [email protected]. This show is produced by SellerSmile, your e-commerce ...
Ep. 023 - Changes to Amazon Product Reviews + Customer Service Rating (beta)
December 16, 2019 23:18 - 13 minutes - 15.2 MBToday's episode is the 2nd part of a conversation Michael and I had a few weeks ago in November 2019. We review two recent changes in Amazon, textless Product Reviews + the Customer Service Rating (beta) feature found inside Buyer-Seller Messaging. Show notes: www.sellersmile.com/023 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast? >>> Email us: keepsmiling@se...
Ep. 022 - 1 Million on Shopify + Amazon "Request a Review" Button + Missing Customer Data in Seller Central
November 21, 2019 20:15 - 17 minutes - 20.5 MBToday's episode is a variety of the most interesting e-commerce customer service related news, updates, and articles from early November 2019. Show notes: www.sellersmile.com/022 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Do you have an inquiry related to the podcast? >>> Email us: [email protected]. This show is produced by SellerSmile, your e-commerce customer service team.
Ep. 021 - 2019 Amazon Holiday Guide Review
November 09, 2019 03:29 - 10 minutes - 12.6 MBTygh reviews Amazon's Holiday Guide with a screen share and a festive costume! Watch the video: https://youtu.be/sqHct2DFQMw Show notes: https://www.sellersmile.com/021
Ep. 020 - Amazon Brand Messaging Pilot Program Preview
October 27, 2019 16:37 - 22 minutes - 26.4 MBA preview of what we know about Amazon Brand Messaging and why it will be important to Amazon sellers. Show notes: https://www.sellersmile.com/020
Ep. 019 - FBA Repackaging, Shopify Chat, and the New A+ Content: E-Commerce Customer Service Roundup (9/24/19)
September 26, 2019 16:00 - 33 minutes - 38.9 MBToday's episode is a variety of the most interesting e-commerce customer service related news, updates, and articles from late in Q3, 2019. 1- FBA repackaging and refurbishment services required? (2:21) 2- Shopify Chat for iOS launched in August. (15:29) 3- “Enhanced Brand Content” is now called “A+ Content.” (23:22) Show notes: www.sellersmile.com/019 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you....
Ep. 018 - CX Spotlight with Dr. Ryan Hamilton of Emory University
September 13, 2019 03:46 - 54 minutes - 62.4 MBIn our second CX Spotlight episode, we shine a light on Ryan Hamilton, a marketing professor that studies decision making at Emory University. In this conversation, we cover Ryan's background and experiences that led him to the work he does today and his opinions on how the science of decision making applies in the business world and to e-commerce merchants. Show notes: www.sellersmile.com/018 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get yo...
Ep. 017 - Create Emotional Connections with Your Customers with Shannon Roddy
August 16, 2019 11:00 - 38 minutes - 44.8 MBIn this episode, we talk about the emotional side of customer service with long-time colleague, Shannon Roddy. We discuss customer service through the lens of some of the best companies in the world, like Zappos and Southwest Airlines. Shannon gives tips about how hiring the right staff with positive and empathetic attitudes can play a key role in connecting with your customers. Shannon is the founder of Marketplace Seller Courses, online courses, resources and tools for Br...
Ep. 016 - E-Commerce Customer Service Roundup (July, 2019); PII MWS API Update, Transparency Expansion, and Prime Day 2019
August 10, 2019 02:11 - 23 minutes - 27.2 MBToday's episode is a selection of the most interesting e-commerce customer service related news, updates, and articles from July 2019. This is our 3rd roundup, previous roundups include May (Ep. 007) and June (Ep. 011). Show notes: www.sellersmile.com/016 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Email us!: [email protected]. This show is pr...
Ep. 015 - Customer Experience Spotlight on Help Scout with Mathew Patterson
August 02, 2019 13:00 - 50 minutes - 58.3 MBIn our first CX Spotlight episode, we spoke with Mathew Patterson about how Help Scout creates excellent experiences for their users, their users' customers, and for the Help Scout team themselves. Show notes: www.sellersmile.com/015 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Email us!: [email protected]. This show is produced by SellerSmile,...
Ep. 014 - Online Reputation Management for Your E-Commerce Brand
July 27, 2019 04:00 - 45 minutes - 52.9 MBWhat is reputation management and why is it important? Where does online reputation management happen? Best practices for reputation management. Show notes: www.sellersmile.com/014 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Email us!: [email protected]. This show is produced by SellerSmile, “Your e-commerce customer service team.”
Ep. 013 - Customer Reviews on the Amazon Brand Dashboard
July 11, 2019 12:51 - 36 minutes - 41.8 MBWe recently discovered an exciting update related to reputation management for Amazon product reviews. This new feature, the “Customer Reviews” dashboard is compelling for several reasons. We cover the update and our top takeaways below. Show notes: www.sellersmile.com/013 Want to support the show?! >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Email us!: [email protected]. ...
Ep. 012 - 7 Ways Amazon FBA Sellers Can Be Proactive with their Customer Service for Prime Day with Liz Fickenscher, eComEngine
July 04, 2019 20:00 - 52 minutes - 60.7 MBSellerSmile recently had a conversation with Liz Fickenscher of eComEngine and FeedbackFive. We discussed “7 Amazon FBA Customer Service Tips for Prime Day.” This year, Prime Day is scheduled to start on July 15 at midnight PT and will run for 48 hours. Make sure that your customer service systems are set up and ready to go! Review Amazon’s Prime Day guide for 2019. SellerSmile is your e-commerce customer service team. Browse SellerSmile services. We offer a free 7-day trial! Show note...
Ep. 011 - E-Commerce Customer Service Roundup (June 2019); Shopify Fulfillment Network Announcement and Updated Amazon Title Guidelines
July 01, 2019 12:38 - 22 minutes - 26.2 MBThis is our 2nd e-commerce customer experience roundup, it’s a combination of interesting topics, curated news, updates, notable social media comments, or articles we’d like to feature. Show notes: www.sellersmile.com/011 Want to support the show?? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Email us: [email protected]. This show is produced by SellerSmile, “Your e-comm...
Ep. 010 - Brick-and-Mortar vs E-Commerce Customer Service Part 2; Using Proactive Customer Service to Influence Shopper Decisions
June 20, 2019 19:57 - 39 minutes - 46.2 MBAs an e-commerce seller, you have to ask yourself why someone is purchasing from you instead of going to a brick-and-mortar store like Walmart or Nordstrom. Think about how you can influence them not only to want to buy from you again but to tell their friends about you and leave a great review. Although you’re primarily competing for buyers' attention online, they are still thinking through whether or not buying through brick-and-mortar or online will be their best option. Your customer...
Ep. 009 - Brick-and-Mortar vs E-Commerce Customer Service; Part 1
June 13, 2019 21:51 - 1 hour - 75.8 MBCustomer service in your typical brick-and-mortar store used to be the only kind of customer service that people dealt with on a regular basis. There were brands and companies like Nordstrom, Macy’s, Barneys, etc., that held themselves in high regard for their luxury goods and the luxury shopping experience they provided. Today, millions of shoppers are buying goods and services online. While they aren't interacting in-person anymore, e-commerce sellers still need to offer excellent custom...
Ep. 008 - Creating a Strong Customer Service Strategy Webinar Q & A with Kate Valentine, Keyword Podcast
June 07, 2019 04:02 - 23 minutes - 27.5 MBOver a year ago, in May of 2018, well before we started this podcast, we joined Kate Valentine of Keyword: The Amazon Insider Podcast for a webinar entitled, “Creating a Strong Customer Service Strategy; How to increase sales using great customer service" In today's show, we’re sharing the very end of that webinar, the ~20 minutes of live Q&A we did at the end of the webinar. You can find a link to the full webinar audio in the show notes of this episode, at sellersmile.com/008 I...
Ep. 007 - E-Commerce Customer Experience Roundup (May 2019); Other 3P Sellers Selling your Brand, Customer Service SOPs, and Product Review Updates
May 31, 2019 02:35 - 32 minutes - 37.3 MBThis is our first e-commerce customer service roundup, it's a combination of interesting topics, curated news, updates, notable social media comments, or articles we’d like to feature. Show notes: www.sellersmile.com/007 Want to support the show?? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. 😉 Have an inquiry related to the podcast?? >>> Email us: [email protected]. This show is produced by SellerSmile, “Your e-comme...
Ep. 006 - Crowdsourcing Actionable Improvements from Your Customer Service
May 23, 2019 10:55 - 49 minutes - 56.7 MBCompanies will pay large sums of money for market research, the feedback from their target audience is valuable and used to make strategic business decisions. In e-commerce, this feedback is plentiful and free! By systematically recording and analyzing your customer service interactions, online sellers can discover the next steps to take to improve their products and business. In this episode, we outline how to find your next great idea hiding in your customer service inbox! Show note...
Ep. 005 - Proactive Customer Service on Amazon with Jeff Cohen, Seller Labs
May 09, 2019 22:57 - 39 minutes - 45.7 MBA strong customer success strategy is the base of any good business and there’s plenty of opportunities for sellers to provide better experiences to their buyers. At the same time, there’s a lot of confusion around what Amazon permits when it comes to communicating with their buyers. Jeff Cohen, CMO at Seller Labs, talks with us about providing exceptional brand experiences on Amazon, especially using proactive customer service via email messaging. Show notes: www.sellersmile.com/00...
Ep. 004 - Essentials for Your Web Store Customer Service
May 02, 2019 19:28 - 38 minutes - 44.1 MBAmazon FBA provides so many important customer service functions, so when it comes to managing customer service on your web store, it can be a unique struggle. In this episode, we talk about the most essentials things a seller needs to do customer service on their own website. Web store customer services essentials: #1- Ambition. Get ready, there are more opportunities and more responsibility. Without Amazon FBA, which duties are now yours and how should you handle them? #2- A store. A p...
Ep. 003 - Customer Service on Amazon, Part 2
April 25, 2019 18:05 - 29 minutes - 33.8 MBToday’s episode is the second in a two-part series about Customer service on Amazon. Episode outline: 1- The next touch points of customer service on Amazon and tips/insights for each. 2- Amazon-friendly templates. Do you want to support the show? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. ;) Do you have an inquiry related to the podcast? >>> Email us: keepsmiling(at)sellersmile.com. This show is produced by SellerSmile, “...
Ep. 002 - Customer Service on Amazon, Part 1
April 25, 2019 17:25 - 33 minutes - 38.2 MBToday’s episode is the first in a two-part series about customer service on Amazon. Show outline: What is the true meaning of Customer Service on Amazon? The touch points of customer service on Amazon and tips/insights for each. Amazon-friendly templates. Do you want to support the show? >>> Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. ;) Do you have an inquiry related to the podcast? >>> Email us: keepsmiling(at)sellersmile.com....
Ep. 001 - Introduction to the Hosts, the Podcast, and the Future of the Show
April 25, 2019 16:22 - 23 minutes - 27.1 MBWelcome to, "Keep Smiling: The E-Commerce Customer Experience Podcast." The first three episodes of our new podcast are availble today, here's the first one! :) Today’s show: Personal and professional introductions. Origin of the show in the context of our backgrounds and our business. Why a podcast? Are CS and CX are underappreciated in e-commerce? What to expect from future episodes. Who is this for and why you should subscribe. Go to this episode's show notes: https://www.sellersm...
Ep. 000 - Trailer: Welcome to "Keep Smiling"!
April 18, 2019 23:32 - 59 seconds - 1.62 MBSelling products online is challenging and can lead to poor customer experiences. Each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon, Shopify, artificial intelligence... We’ll discuss what matters today and what you can do to build a better e-commerce business, we’ll show you how! :) Thank you for finding our podcast, it’s hosted by SellerSmile - Your E-Commerce Customer Servi...