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

- Show: [The Startup CPG Podcast](https://hardwarepodcasts.com/podcast/the-startup-cpg-podcast)
- Published: 2023-09-12
- Length: 43m
- Episode: 84
- Page: https://hardwarepodcasts.com/podcast/the-startup-cpg-podcast/2023-09-12-107-how-to-turbocharge-your-cx-dtc-marketing-learnings-from-mr-beasts-feastables
- Listen: https://share.transistor.fm/s/e15960f8

## Summary

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.

## Outline

1. Introduction: Jess Cervellon and Feastables
2. Translating SaaS CX Principles to CPG
3. Building the Feastables Chatbot with Certainly
4. SMS Strategy and Two-Way Engagement
5. Outsourcing vs. Internal Teams and Deflection
6. Community Activation for Retail Launches
7. Personal Phone Leak and Leadership Lessons

## Topics

- [Direct-to-consumer & e-commerce](https://hardwarepodcasts.com/topic/direct-to-consumer)
- [Marketing & brand](https://hardwarepodcasts.com/topic/marketing-and-brand)
- [Hiring & workforce](https://hardwarepodcasts.com/topic/hiring-and-workforce)
- [Retail, wholesale & distribution](https://hardwarepodcasts.com/topic/retail-and-distribution)
- [AI & machine learning](https://hardwarepodcasts.com/topic/ai-and-machine-learning)

## Most relevant to

companies scaling up

## Mentioned

- Feastables (company)
- Certainly (tool)
- Intercom (tool)
- Gorgias (tool)
- Klaviyo (tool)
- Postscript (tool)
- Attentive (tool)
- Sendlane (tool)
- Zendesk (tool)
- HubSpot (tool)
- Kustomer (tool)
- Oat Haus (company)
- Mid-Day Squares (company)
- Walmart (company)
- Mr. Beast (other)

## Related episodes from other shows

- [Advice Line: Tapping AI as a Resource for Your Business](https://hardwarepodcasts.com/podcast/how-i-built-this/2026-01-01-advice-line-tapping-ai-as-a-resource-for-your-business) (How I Built This)
- [What It Really Takes To Build a Food Business: Part 2](https://hardwarepodcasts.com/podcast/how-i-built-this/2024-10-25-what-it-really-takes-to-build-a-food-business-part-2) (How I Built This)
- [Advice Line with Julia Hartz of Eventbrite](https://hardwarepodcasts.com/podcast/how-i-built-this/2026-02-12-advice-line-with-julia-hartz-of-eventbrite) (How I Built This)
- [Advice Line with Jonah Peretti of Buzzfeed](https://hardwarepodcasts.com/podcast/how-i-built-this/2026-05-07-advice-line-with-jonah-peretti-of-buzzfeed) (How I Built This)
- [Advice Line: Playing to Your Strengths](https://hardwarepodcasts.com/podcast/how-i-built-this/2025-09-04-advice-line-playing-to-your-strengths) (How I Built This)

## Citing this page

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