1. Prioritize customer happiness: Sam emphasizes that CX is about making people happy, not just fixing problems. Prioritizing happiness creates memorable experiences and builds loyalty.
2. Encourage passion in your team: Passion for the brand and life energizes customer interactions. Sam believes that passion in the team drives great CX and long-term success.
3. Invest in detailed onboarding: A strong onboarding process ensures new hires are familiar with both the team and the tools. This foundation sets them up for success and smooth collaboration.
4. Track CSAT, not response time: Sam focuses on customer satisfaction (CSAT) over speed metrics, valuing quality interactions over volume, ensuring lasting customer relationships.
5. AI Should support, not replace humans: While AI is promising, Sam believes human interaction is irreplaceable. AI can assist, but a personalized touch is crucial for customer satisfaction.
Sam Pearson from BootayBag believes her success is driven by how much she cares about her clients. Sam discusses the tactics used to achieve their exceptional CSAT scores while handling the difficulties of a remote workforce and shifting customer demands.
Meet Sam Pearson, Head of Operations at BootayBag!
BootayBag is a lingerie brand made by women, for women. Offering flexible monthly intimate subscriptions as well as a variety of lingerie, loungewear, and accessories for purchase.
Sam has been involved in the world of CX for fifteen years. One of the simplest and most honest motives brought her to the industry. She needed money. Out of high school, Sam took a job working at a call center.
As Sam grew into her CX skills she slowly rose through the ranks. She is now Head of Operations at BootayBag. However, even in her senior role she still can’t completely resist the call to provide customer assistance. Sam reports that she enjoys answering the occasional ticket.
Sam is customer-motivated. She enjoys creating a pleasant experience for someone. Like many CX leaders, she recognizes that the department plays a unique role in people’s lives. It’s not just about fixing mistakes or answering questions. It’s about making people happy one pleasant experience at a time.
BootayBag is a woman-led and operated company and this extends to the CX department. Sam’s small but mighty team is fully remote and is spread throughout multiple time zones.
She says that working fully remotely can be a struggle. It can be hard collaborating across time zones and staying informed without micromanaging.
Still, she makes it work. Sam encourages passion in all of her representatives. Passion for the brand, but also for life itself. She wants her staff to feel excited about their opportunities and works best with people who bring energy to customer interactions.
To do this effectively, she leverages a detailed onboarding process. Sam feels that it is important to make sure new hires are acquainted both with their coworkers and with all of the tools they will be using on the job.
Right now, the brand uses email to address and respond to consumer questions.
Like many CX managers, Sam is keenly focused on the CSAT score. Her team manages to keep their figures in the 96-98% range every month, which indicates clearly to her that they are doing something right.
She does not look at response time or tickets per hour. Right now, Sam’s primary goal is to make sure that the customers are happy.
When the customer isn’t pleased, Sam usually steps in herself to address escalations.
A variety of tools are used by the team to provide great experiences.
To communicate with customers Sam’s team takes advantage of Gorgias, utilizing their email platform, automations to provide quick responses, and the Help Center feature for self service.
The team relies on Slack and Asana to communicate and manage tasks.
Klaviyo, Postscripts and Rebuy are used to craft experiences outside of direct communication.
While Sam’s team—like most CX departments—is not built to actively generate revenue, they do look for ways to encourage sales beyond mere customer retention. She says that her team frequently recommends new products to customers who reach out.
Sam says that her team has experimented with AI. For now, however, she believes that the technology simply is not good enough to meet the customer service standard she expects. She believes that AI will integrate more extensively into CX over the next ten years. However, she’s not so sure that modern consumers will embrace it the same way they do personalized human interaction.
For Sam, CX is all about passion. You have to believe the mission of wanting to create a great experience. It’s easy to get empathy exhausted when dealing with issues constantly, but if you are passionate about helping others, CX is the place to be.
What's the 1 tool your CX Team couldn't live without? Slack or Asana
Most important quality when it comes to hiring a new CS Agent?: Passion.
Favorite Communication Channel? Phone, even though we don’t offer phones as a channel, it’s my favorite because you get to actually talk to someone.
AI or no AI? AI when it matters, there always needs to be a human element.
Last book/podcast that you found interesting? A book called Influence- which is about the psychology behind why people buy.
Your #1 Challenge as a CX Leader? Balance between business needs and customer needs.
We're elevating customer experiences at 500 top E-Commerce brands (and counting). Let's see what we can do for you!
Learn MoreBook a call with one of our specialists today to see how TalentPop can assist you with putting together a solution for your customer service needs.
Learn More
.png)
