Hardware Podcasts

#107 How to Turbocharge Your CX: DTC Marketing Learnings from Mr. Beast's Feastables on Chatbots, SMS, & Retention with Jess Cervellon

The Startup CPG Podcast · 12 Sept 2023 · 43m · Episode 84

What this episode covers

Jess Cervellon, VP of Customer Experience at Feastables, explains how she leveraged her SaaS background to build a scalable CX program for Mr. Beast’s CPG brand. She details the strategic use of chatbots via Certainly and SMS to deflect 80-90% of support tickets, allowing Feastables to maintain a small internal team despite massive volume. Cervellon also discusses the importance of community activation during the Walmart national launch and shares lessons on leadership and operational security.

Most relevant to

companies scaling up

Topics

Mentioned

Companies
Feastables, Oat Haus, Mid-Day Squares, Walmart
Tools
Certainly, Intercom, Gorgias, Klaviyo, Postscript, Attentive, Sendlane, Zendesk, HubSpot, Kustomer
Also
Mr. Beast

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