Who is Addison Debter?

Meet Addison Debter, the Director of Customer Support at Kirby Allison!

About Kirby Allison

Kirby Allison specializes in luxury apparel accessories. Their primary product line consists of masterfully crafted wooden hangers. The Dallas-based company also offers high-end shoe polish and other luxury apparel accessories that help the well-dressed take their attire to the next level. Fifteen years in, the brand is still going strong!

Addison’s CX Journey

Addison, a Dallas-based theatre professional, found himself at a career crossroads in early 2020. With a background in acting and directing, he had moved to Chicago to pursue new opportunities. "It was all a great plan, you know, in my head - ‘2020 vision,’" he says. "It was going to be the best year of our lives."

The pandemic, however, forced a change of plans. Returning to Dallas, Addison's path took an unexpected turn through a series of chance encounters with local businessman Kirby Allison. These meetings - the first occurring at Addison's former school where Kirby’s son was also attending - led to discussions about a customer service role at Allison's company.

"He expressed that he was looking for a customer service person to fill a role that was becoming vacant," Addison recalls. "I expressed interest and he pretty much hired me on the spot." Now, four years later, Addison serves as a customer service ambassador for Kirby Allison, a role that marks a significant departure from his theatrical roots.

Passion for CX

Addison's background in theatre has proved invaluable in his customer service role at Kirby Allison. "Having that background in theatre has been really instrumental in my experience when it comes to CX, obviously being able to speak well, communicate well and enjoy being around people," he explains. This skill set aligns perfectly with his passion for face-to-face customer interactions, which he describes as "what I really love to do." 

The company's focus on "quality, craftsmanship, and tradition" resonates deeply with Addison, making customer service "really easy because it's easy to talk about stuff that you believe in and are passionate about." 

He says,"It's just about being able to help somebody with their needs and growing in life with them together." This approach, blending customer service with relationship-building, exemplifies Addison's commitment to his role and the company's ethos.

The CX Team at Kirby Allison

Addison is part of a small, closely-knit team at Kirby Allison, a company he describes as "the world's largest supplier of luxury garment care and shoe care goods." Despite the company's global reach, the customer service department began with Addison as its sole member. This intimate setup has fostered a close relationship between the customer service team and the warehouse, both located in the same town. "I commute to work to the office every single day in the week," Addison says, emphasizing the importance of being physically present to learn about their extensive product range.

The Niche Challenge

The niche nature of the business presents unique challenges, requiring in-depth knowledge of various shoe brands and care methods. "People continually ask us about every shoe brand under the sun," Addison explains. "And how to take care of those different types of brands and different kinds of leather [or] materials." 

This necessity for product familiarity and constant interdepartmental communication has shaped their operations. Addison describes the result as "a well-oiled machine.” When adding new members, he prioritizes standard CX skills. He wants all of his agents to be strong communicators. 

CX Team Success Factors

Kirby Allison's customer engagement strategy primarily revolves around email marketing, supplemented by phone communication and a 24-hour chat service. Addison emphasizes the importance of personal touch in their approach. "People love to hear that there's somebody on the other side that is looking out for them," he says. 

While automation plays a role in initial engagement, the company encourages direct communication with customers. "I always tell people, you know, we can reach out to us, but email me, you can email me directly, or you can call me directly," Addison explains, highlighting their commitment to personalized service.

Key Metrics

The company's approach to improving customer experience is largely based on analyzing customer interactions and frequently asked questions. "We truly try to look at the questions that are being repeatedly asked and see if we can nail down responses for those particular issues," Addison notes.

 However, he acknowledges the challenges in this approach due to the nuanced nature of garment and shoe care. To address this, Kirby Allison provides extensive resources, including tutorial videos on various care techniques. "That's what we provide, that not a lot of other places give," Addison says, positioning the company as a go-to resource for customers seeking detailed care instructions for their purchases.

Revenue Generation/AI/topics of interest 

Kirby Allison leverages automation and AI to enhance customer experience, primarily through the Gorgias platform. "We're able to train it to have those responses ready to go,” Addison explains. 

This system allows for personalized, nuanced interactions and automates essential e-commerce processes like order cancellations and address changes. Addison notes the rapid advancement in AI capabilities.

Looking to the future, Addison anticipates further developments in personalization at scale and more sophisticated AI-driven interactions. "Companies are going to use data to provide more highly personalized recommendations, interactions, anticipating customers' needs even before they're able to articulate them," he predicts. 

However, he emphasizes the continued importance of human touch for complex issues. Addison also foresees a trend towards experience-driven design and increased transparency in business practices. "When brands demonstrate that commitment to those values, it automatically enhances their customer experience," he says, highlighting the growing importance of aligning with customers' ethical and environmental concerns.