Flip

GOOSE DAY A DAY EARLY BECAUSE BARKBOX ARRIVED And while it’s a bit late for Valentine’s Day, it’s never too late for me to give the Goose a little love. And BARK gets it. Goose knows when he gets mail. He sees the box and immediately freaks out. Bark’s branding is so iconic even the dogs understand. He also loves when his food is delivered from Ollie , and when he gets to join me on a Starbucks run because drive through = pup cup. Two more companies that have built incredible brands. Makes me wonder, is Goose as obsessed with branding as I am? He must be. And he has great taste. #MoreDogContentOnLinkedIn

Oh what's that? Flip is hiring again?!?!?! Yup 😎 This one's for you, data geeks. Come work with the best team around. #FlipYeah

I can't express enough how much the CX world continues to amaze me and remind me that I'm in a community with the right people. The amount of support and outreach and offers to help I've received as I begin my search for a new spot has been nothing short of amazing. I'm looking at you Cohl Fulk, 💥Ron Dutta, and Kristina Keene (really the entire Flip team). You guys are SUCH rockstars. Heck, I just got off the phone with Christopher Paik just so he could say hi and check in. If you would've told little Charlie as he entered this professional world that he'd be surrounded by so much positivity, he would've laughed, yet here we are. You guys rock, I'm looking forward to returning your kindness as soon as I can 💛 #cx #jobsearch #opentowork

SENDING LOOOOOOVVEE TO ALL YOU CX PEOPLE OUT THERE - THIS ONE'S FOR YOUUUUUU HAPPY VALENTINE'S DAY

Alright friends. It's Thursday and you know what that means: IT'S Flip PRODUCT RELEASE DAY! This week Jeff Robie joined me again to continue our tour through the newly renovated analytics dashboard. And when I say we go into "granular detail," that's not an understatement. Flip gives you a detailed look at every single call. Everything from what a caller called in about, to if the call was resolved, to their sentiment, and even the AI CSAT from the conversation the caller had with an agent if they were escalated to one. From what I've heard, this detailed look at each and every call hadn't been surfaced until we came along. And now it's even more impressive than it was just a few months ago. All this data, from high-level to the nitty gritty, is at your fingertips in a highly-useable and digestible format. IT. IS. SO. COOL. Wanna see the goods? Check out our release here: https://lnkd.in/gEkqCYpM And hey, before you go, pop on down to the comments and let me know what you want to see next. SEE 👏🏻 YOU 👏🏻 NEXT 👏🏻 THURSDAY #FlipYeah

KK AND JEFF TOURED AROUND MY ANALYTICS DASHBOARD AGAIN THIS WEEK. THIS TIME THEY SAW SOME PRETTY RAD DATA VISUALIZATIONS AND GOT INTO THE NITTY GRITTY WITH CALL-BY-CALL ANALYSIS. WORD IS - THIS IS THE BEST CALL DATA IN THE BIZ AND IT'S ALL THERE FOR YOU TO DO GREAT THINGS WITH IT. HOPE YOU LIKE IT 🥹 CC: Kristina Keene Jeff Robie

𝗪𝗼𝘂𝗹𝗱 𝘆𝗼𝘂 𝗿𝗮𝘁𝗵𝗲𝗿 𝗰𝘂𝘁 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗰𝗼𝘀𝘁𝘀—𝗼𝗿 𝘁𝘂𝗿𝗻 𝗰𝗮𝗹𝗹𝘀 𝗶𝗻𝘁𝗼 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗶𝗼𝗻𝘀? For years, call centers have been seen as a cost center. But with Voice AI, that’s changing fast. Imagine this: A customer calls to check on their order. Instead of just confirming the details, AI offers a personalized upsell, suggests a subscription, or secures a repeat purchase—automatically. No hold times. No extra agent workload. Just seamless revenue generation from inbound support calls. Brands using Voice AI aren’t just reducing costs—they’re turning customer service into a profit center. 🎥 Watch the video to see how it works. Are you still treating your call center as a cost, or are you unlocking its revenue potential? #VoiceAI #CustomerExperience #CallCenter

CALLING TO TRACK MY ORDER FOR FLARE JEANS LIKE...

hello Linkedin community! Wanted to make a quick post to throw a line. I am currently looking for remote work (or hybrid) in customer service. Open to full or part time. I have four years of customer service experience in a DTC brand. Adept with CRMs, e-commerce platforms, admin tools, email marketing platforms, digital product issues, and more! While I have experience as a specialist and manager, I am still open to more entry-level positions though do have a minimum $$ requirement. Feel free to reach out with any questions!

In episode 5 of Flip Or Flop, Nancy Gurd turned the tables on us and took over the interview. She asked me how different Flip was to other products I've marketed in the past. Truth is, I instantly understood Flip and how great it is for eComm retail brands - but from the consumer perspective. On my second day at Flip, back when it was RedRoute and I was thinking hard about how we needed a rebrand and how to approach that conversation, we got a rejection email from a luxury brand. They said their customers wouldn't want automated phone support because they expected "white glove service." I saw that feedback come in through Slack, immediately rolled my eyes, and then started writing. Writing about how, as a luxury shopper, they were dead wrong. As a luxury shopper (I LOVE SHOES), "white glove service" to me means immediate support when I need it. I don't want to wait on hold to talk to a human. I want to resolve my issue rapidly and get on with my day. And I absolutely will prioritize shopping with brands that enable me to self-serve support. Leave the "white glove service" to the in-store experience, website shopping experience, and the unboxing experience. For support, be thoughtful about it, certainly, but let me self-serve and make it easy to do so. Don't waste my time putting me on hold to chat with a human for a simple and easily resolvable issue. Anyway, I'll step off my soapbox. It's clearly still as true now as it was back then for me. I get Flip because I get the shopper experience. It's also still as true now as it was back then that I want Stuart Weitzman as a client of ours - that'd be a heck of a logo for the website. And alllll of this is to say: episode 5 is live and it's full of so many good hot takes from Nancy, Brian Schiff, and I. Link to it is in the comments - GET IT WHILE IT'S HOT #FlipYeah #FlipOrFlop