Who is Alec DelValle?‍

Meet Alec DelValle, the Customer Experience Manager at Remedy Science!

About Remedy Science

Remedy Science is a skincare brand committed to delivering quality products that do not compromise on standards. Developed by Dr. Muneeb Shah, every Remedy Science skincare product is a dermatologist-approved solution created with accessibility in mind. 

Alec’s CX Journey

Alec began his career in Public Relations, where he was drawn to client engagement. “I was really interested in what the company was doing and thought, ‘How can I help you out more, and build deeper connections with your customers?’” he recalls. 

This passion for client interaction led him to shift focus toward customer experience. His early experiences included a role at a boutique fitness studio in New York City, where he learned the nuances of face-to-face customer service. “It was just the owner, myself, and two other CX coordinators, which gave me hands-on experience in managing direct client interactions,” he explains.

Alec's journey continued at Elysium Health, where he honed his skills in the direct-to-consumer E-Commerce space. “I learned a lot about putting out fires with customers and how to upsell where it worked for both parties,” he says. 

His last position was with OneSkin where experience involved educating customers about unique biotech products and ensuring they felt comfortable and informed. “It’s all about understanding customers and making them feel confident about their purchases,” he adds.

Alec’s tenure at Remedy Science began this past January where he joined the company and set up the customer experience platform and department before they launched in March. The company has grown very quickly and has been keeping a customer centric approach that fosters deep trust with their customers. 

What Excites Alec About CX

“I think CX is such an amazing space and such an amazing opportunity,” Alec says. “The way it’s evolved over time is incredible. We now have so many pathways to maintain happy relationships with customers, and we do so much more for them than we did just a few years ago.”

 He highlights how modern CX involves more of a mix between being reactive and proactive. “CX today is not just about solving problems but also about preparing for any issues that could arise. This involves thinking about any issues that could unfold and how to properly handling them with your customers front of mind. It is easier to be prepared and know how to approach issues as they come instead scrambling to come up with a fix that may or may not work”

‍The CX Team at Remedy Science

Alec describes his team’s remote setup as a strategic advantage. “We’re a small but mighty, fully remote team with three members, two offshore and then myself” he explains. “One of the biggest reasons for this setup is to offer the longest possible office hours for our customers, currently covering over 15 hours a day. As we grow, we plan to extend that even further to 24 hour live support.”

When hiring customer service agents, Alec values a proactive mindset. “I look for people who are genuinely passionate about what they do and who demonstrate a strong sense of care in their interactions,” he says. “I also appreciate candidates who ask a lot of follow-up questions to better understand the situation. This helps gather valuable insights from customers, and enhance our understanding of their needs and experiences.”

CX Team Success Factors

Because skincare can be so intimate, Alec views education and outreach as important components of his job. 

Sometimes, it is as simple as describing what makes their products unique, such as explaining the decision to use specific ingredient pairings. This transparency builds trust and helps customers select the products best suited to their individual needs.

“It’s important for customers to understand what to expect from their products,” Alec emphasizes. “By preparing them for these initial phases, we ensure they’re more confident and satisfied with their purchase.” This proactive approach to customer education not only enhances the overall experience but also fosters long-term loyalty.

Revenue Generation/AI/topics of interest 

A recent subscription-based product launch and international shipping has kept the team at Remedy Science busy. “We’ve seen incredible week-over-week growth with our new subscriptions,” he shares. “This expansion brings new challenges, particularly in retention and product education.”

He emphasizes the importance of customer engagement and education. “We’re focused on new and unique ways to show our appreciation towards our subscribing customers,” Alec explains. 

“Additionally, we’re creating comprehensive help centers that cover our ingredients, products, and how they integrate into differing skincare routines. This helps address common questions about product use and ensures our customers are fully informed about how to get the most out of our products.”

Thoughts on AI

Alec is optimistic about the advancement of AI in customer service. “I think AI is amazing and has the potential to be a huge help in CX,” he notes. “However, just like any employee, it needs proper training to reach its full potential. It’s crucial to treat it like a team member and tailor it to your team’s needs.”

He also emphasizes the importance of balancing technology with a human touch. “While we’re incorporating AI in our chatbots for answering customer questions and providing order information, it’s essential to maintain that human element,” Alec explains. “AI helps streamline operations and allows agents to focus on more complex issues, but the human touch remains vital for a well-rounded customer experience.”

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