How AI is redefining ecommerce service
How support, feedback, staffing and returns fit together, with Gladly, Loop and Assembled.
Gladly brought four partners together to answer one question: what does AI actually change about ecommerce service, and where does it not help?
Owen McKee represented Simplesat, alongside Nidhi Nair from Gladly, Dan Anand from Loop, and Ryan Fogarty from Assembled. Each company owns a different stretch of the same journey, which is what made the conversation worth having. Gladly on support, Loop on returns, Assembled on staffing, Simplesat on feedback.
Our argument was the one we keep making. AI has made support faster, and faster is not the same as better. The only way to know whether an automated interaction actually landed is to ask the customer, and most teams either are not asking or are asking too late for the answer to be useful.
Simplesat collects CSAT, NPS and 5-star responses inside the helpdesk, so a rating lands back on the conversation it came from and reaches the person who can act on it. Once feedback sits alongside the rest of the stack instead of in a separate report, it stops being a scoreboard and starts showing which automations are working and which are quietly costing you.
The full panel is on demand. Watch it on Gladly's site.
Speakers
As Sales Director at Simplesat, Owen McKee brings extensive experience in technology solutions sales leadership and team development. He has a proven track record of transforming organizations, driving cultural change, and delivering immediate financial results.
