Flip

I'm real. I mean, I'm not like a physical thing. But yeah, real enough to answer your calls. HAPPY FLIPPIN' FRIDAY. #FlipYeah

In the past few months, I’ve unfortunately experienced bad CX—not from a brand, but from some tech partners in the space. On the flip side (Kristina Keene see what I did there) there are some companies setting a new bar and absolutely killing it. And with this top of mind, I just wanted to give a quick shoutout to the awesome teams at Brij, Corso, Flip, and parcelLab. You all make my life so much easier with your support and solutions. Couldn’t ask for better partners—really appreciate everything you do! 🙌

“Blah, blah, Peak Season, blah.” - words written by me late last night when I was finishing up this week’s product release. This shouldn’t be taken as an indication of my excitement level for this week’s update. In truth, I’m more just bored with all of the “Peak Season” and “BFCM” content I’m seeing from alllllllll of the SaaS vendors serving the eComm and retail space. I get it, and have been guilty of leaning into that vein of content in the past, but when it really comes down to it - it feels a little hollow to me. It’s all “playbooks,” and “action plans,” and “do this,” and “implement that.” In my brain, it all starts to feel like those late night infomercials that convince you that all of your life troubles will be solved by buying a George Foreman grill - and if you buy right now, you’ll get $397 worth of free upgrades to clutter your kitchen. The “magic bullet” isn’t in peppering your tech stack with bandaids. It’s in looking at a channel, identifying the problem areas and inefficiencies, and finding a vendor that can deliver improvement. All that said, the reality is that this week’s release is all about a certain type of call that starts to pick up around this time of year. Those calls that come in to brands from shoppers who placed an order with multiple items that are fulfilled and shipped from different warehouses. Part of the order is delivered, leaving the shopper scratching their head about where the rest of it is and calls in to find out. Practically speaking, an agent shouldn’t need to handle this type of call. The data is available to automate it - and that’s just what Flip now does. It’s neat. And helpful. And is the opposite of clutter - as all of these improvements in our Voice AI are. No bandaids here. Problem area = solved. ANYWAY, I’ll hop off my soapbox now. In a post on here earlier this week, I promised I’d give a shoutout to whoever had the best wrong answer to the reason I was yelling in ALL CAPS. My winner was my friend Blair Arbuckle who recently launched Girl News - a site that aggregates all of the news stories about women. It’s something that I’m super excited about and I hope you give Girl News a follow. If you want a shoutout in a future one of these releases, go follow and send me a screenshot. Love you, kids. Until next Thursday. Brian Schiff, Sam Krut, Shawn Li, 💥Ron Dutta, Christopher Paik, Alfredo Zamora, Emma Sossamon, Jake Mandelkorn, Ava Winslow, Matthew Denitz, Meghan Dwyer, Miles Randle, Mariana Clavijo, Emme McCabe, Jeff Robie, Stephen Kelly, James Parry⚡️, Kate Kane #FlipYeah

Our own Levi Towell will be there talking all about our new Conversational capabilities - he'll have a little stand there as well. COME SAY HIIIII! 😍 #FlipYeah #Autocab

I'm not sure what's worse, public speaking or LinkedIn posts... 😂 But here we are! In honor of Customer Service Week, I have to give a huge shoutout to one of the BEST CX teams in the game! You all constantly keep our VOC front and center in everything we do, live, and breathe. You're my secret weapons, making magic happen every day, and I wouldn’t trade y'all for the world! 🙌💖 This team right here is the backbone of every customer journey we map out, ensuring we deliver excellence at every step! Alana Benavides, Ashley Harris, Rohit Saini, Joshua Farr, Courtney Tinklepaugh, Francis Manalili, Misty Loveless— You all are in a league of your own! And nope, this is definitely not an open invite for recruiters to DM my team... stay away LOL! 😆

I’m coordinating with a few friends who’s families and communities who have been effected by the recent hurricanes and I’m connecting with my #ecommerce network for donations. I have several brands shipping out products this week. If you’re a brand sitting on old inventory/deffective items and want to donate - send me a DM and I will send you the shipping locations. 🙏🏼 Items needed: - Jackets - Clothing - Shoes - Outdoor Gear - Food - Baby Food - Diapers - Water

Let’s see if LinkedIn can work its magic… Two key roles we’re hiring for right now: (1) Backend engineer (2) Customer Success Manager NYC or LA Early stage voice ai startup, real traction, real growth - cz it’s about time these phone support robots be bada** And the team is the best thing we’ve built DMs + comments open! 🙌💜

Black Friday/Cyber Monday is coming up fast. Give your #CustomerSupportAgents what they really want this #CustomerServiceWeek. #FlipYeah

HAPPY FRIDAY. Imma be Pesto for Halloween. #FlipYeah

Awesome few days over in Dallas TX🤠 Thanks to The Transportation Alliance for a great Mobilize Conference🚀 I even managed to swing by our new office in Manhattan📍Just to make sure our Sheffield office has the better views.. Great to see all our industry friends once again 🇺🇸🤝 Will van der Linde Tilly Rostron Ted Hans Michael Robertshaw Melissa Jankowski Marc Richard Tanguay Lauri Savolainen