Hello? Can I Speak To a Human Please? (Why The Biggest Opportunity on Shopify Right Now Isn't AI)

27:12So if they don't convert, which is obviously going to happen, they don't convert after a day or two. We can also schedule a nudge where the agent follows up in two days or three days. Maybe there's an email in between or whatever, maybe. Or maybe when that abandoned cart triggers where an agent should have jumped in, you don't want a live agent to jump in yet. You want them to get other communications. maybe you are okay with us hitting up anybody that opts in as well so we can target anybody that abandons checkout it's just about how do you want to dance like have the sms flow go first then 24 hours maybe 48 hours you have the live agent to try and really close the deal and provide an incentive like there's so many different ways you can mix and match so i like i always say like always be tweaking like let's dance like the way that you know you're closing for first-time customers.

28:04Also might be very different the way that you close for repeat customers, which we could separate those flows and also post-purchase, right? There's so many different levers that we can pull. But initially, I just always like to say, hey, let's get in the door. You could start seeing what type of volume of conversations our agents are having, the quality, and then we can start to iterate on who are we targeting, incrementality tests, fold-out testing, etc. I imagine they're incentivized, right? The agents to some type of commission-based bonus something structure. Yeah. And every brand I pretty much talk to loves that, the way that we structure that.

28:41Because of course, they're also penalized based on quality. So they're never going to misrepresent the brand. We've done so many updates to our escalation path. We have a very robust way. Hey, if an agent actually doesn't know the answer to something, we can either escalate that directly to your team if you want us to pass that to your cx agents or your team of experts because we work with a lot of brands that are like have doctors on staff that sell health supplements or weight loss drugs etc you know there's a very like intricate like hey if it gets to a certain point pass it to them or they we can be the intermediary where we're basically troubleshooting it getting the answers from the brand and then communicating it back to the customer.

29:24But either way, however, the brand wants us to handle that. We have a very smooth pass up. We actually reduce support tickets, even though I never want to claim support. Our goal is to sell and optimize revenue for the brand. But we reduce support tickets by like 20 to 25 % per brand, just based on the intimate nature where our agents are coming in and driving impact in these conversations. I believe it. Is there a line they'll answer as much as they can? Well, they can probably answer questions related to shipping and basic stuff. But once it gets into product knowledge or somewhere? Is that when it gets handed off?

29:57Well, I used to get upset. Like, no, not upset, but just I didn't want to bog down agents for so much free and post-purchase support. But given that it all feeds into the whole ecosystem of value add for the brand and ultimately helping us convert more revenue, like, yeah, they do provide so much additional soft value, like outside of obviously, I can't tell you how many times think about it. Customers are texting. As soon as they have a good experience, They're texting our agents immediately, like a couple of days later or a day later, like, hey, do you know when my order is coming? And like all those things like agents can help with.

30:31But it's not like we're getting incentivized. Can they? So they have they can give tracking numbers or they can tell if it's shipped. Yeah, they have access to all of that, all the details pretty much. And if they don't, they can check with the brand because you're basically any brand that works with me is a half feet away from my agency. my right hand is Alina who manages our agents she used to work at Attentive, Flavio she just knows how to help any brand whether you sell knives, this, that to be successful implementing this channel and she's the one that literally goes and trains the agents daily and speaks to them in Slack and so you guys tell her something she immediately communicates it and gets that information back and forth So the agents they don't need a staff account to your Shopify store right they have their own live recover admin that pulls in just basic information about if an order is shipped hey this order number like that kind of an interface or do they get like a base do you get some stories giving them access at like obviously certain levels they have access to like all the order details so okay all of that's like passed within like their view is like a folder view yeah for brand that they manage and you know again if they don't if they can't access certain information, we can still troubleshoot it and get it from the brand generally very quickly.

31:50But yeah, they have access to pretty much all that order detail. Interesting. So I know I'm asking a lot of these basic level questions, but I feel like this is exactly what would be going through my head if I'm thinking about using it. And do they, is there any incentive for them to cross sell or upsell in any way, or do they keep it pretty much focused on the product? I love the way you brought that up because naturally, think about it. When a brand's using us, we're generally like a 20 to 30 % bump on their traditional AOV on Shopify. The basket size generally increases naturally, but also a lot of brands like to use our agents to either trigger, like this is where post-purchase can come in.

32:32We can say, hey, if someone bought X main product, in two days, I want you to trigger an agent to reach out to them to try and upsell them on this adjacent product and and or maybe you want them right then maybe you want them right right maybe you want them right then and there versus triggering two days later maybe you want them right then and there when they buy that product and say hey we can also include this product for 50 off and a free gift with this additional purchase if you want like there's a lot of different like we can do free gift from purchase we can do upsell post that I, but yes, to your point, that's where a lot of brands have been starting to test us on the post-purchase side is instant upsells on adjacent products, either a day later or three months later or whatever.

33:14And then subscription brands. Subscription brands are licking their chops to test us for all of our new features, but specifically reaching out to one-time purchasers, trying to drive them into a subscribe. Okay, yeah, we talked about this a little bit before we got on air and I thought it was fascinating and I kind of said, Okay, hold on. Let's talk about that on the show. So tell me about this. So someone orders Protein Bar one time and because there is a subscription on it, now you can trigger it where an agent will reach out and try to convince them to upgrade to a subscription. There or replenishing that order in 28 to 30 days, right?

33:56When traditionally they're likely going to be out of product. And it would be time to replenish that order. right so how do they i guess if they're going to upgrade to a subscription they just they give a link in the text thread and we could provide a discount on that on that like upgrade either instantly like either avenge like there there's multiple ways we could do it we could do free gifts with purchase but yeah link generally link back to code link back to where they can upgrade and also a discount associated one time does there even need to be a integration with a subscription app or could it just be with any subscription app?

34:37Like if a product has an active subscription and they're sending them to that product page to like, Hey Steve, noticed you bought this. Did you know you can save 20 % off or 10 % off? I can give you 50 % off your first month or whatever. If you want to switch to a subscription and then you share the link, does, is there an integration with the subscription apps or does it just work? We were looking into like, because there's a lot we could do with just having brands identify by customer tag, or there's some way to tag like that customer is a subscriber. But I'm not going to go down the technical path because I feel more comfortable with Alina or Corey talking through that.

35:21But we ended up now going the path of integrating directly with a recharge. And next is going to be Stay AI and Skiyo, etc. because there were just, I think there were some gaps in data. But now like actually us having the connection to a recharge, we can pull in all those different events. It's actually, you can know if, yeah, there's probably just keeps it cleaner. You would know if they either have an active subscription or had one in the past just to keep the messaging not. So you look like you, maybe that person just canceled the subscription and now they bought it once and now you're trying to sell them to a subscription again.

35:58That might look bad too. So I guess to have... Right. Yeah, that makes sense. That's interesting. How do you price it then? Is it like you're mentioning all these use cases. So you've got abandoned carts, the upgrade to subscription flow. You said this one brand is kind of, they did some surveys with it. Because I see on your website, I love your pricing model. Commission-based. Like if they make sales, I love that. But for something like this, or like this, the survey flows, How do you price that? Yeah, in the survey, they did provide... To answer your question, it's all priced the same right now.

36:37So there are going to be certain messages when we're sending these post-purchase. For example, the brand that sent the surveys, they did provide some type of coupon code if they did complete the survey. But there's still the element of... There's a lot of messages that went out. we probably had conversations with customers, had a good conversation, but like they didn't buy anything. Like we just eat those costs. Right. And then on the subscription side, we're in beta right now. So transparently, like unless we're getting a conversion or recover, churn, et cetera, like there, there might be a lot of times where we're not actually getting paid for whatever that conversion or that conversation, but we're exploring potentially a different pricing model for the subscription use cases?

37:27Because that's something we need to think through, right? Like maybe there's an element of, do we explore a certain aspect of like a per message cost with that? Or maybe, you know, exploring an increase in the overall percentage that brand has from a commission standpoint, open to it all. But the great thing is now brands are grandfathered into beta. So there is no additional pricing at this point. so yeah to me that i guess that seemed obvious but there is no sms fees the same way there is with a traditional sms tool if they make a sale there's the commission and there's like i think a flat monthly fee but then the rest is just if they actually make a sale but then there's no sms fees on top of that correct correct we eat all the carrier costs sms costs like that's i believe 99 % of instances, brands are going to look at that as an advantage when working with us because I want to be fully aligned with the brand.

38:26You're winning, we're winning, right? That's the only way to go. So regardless if your agent sent 50 messages or five messages, it doesn't matter. It's only if they get the sale. And I don't know, maybe there's an avenue we're going to help brands increase, maybe with this new ability to do so many new features. because we also have now a connection with TikTok where we can help brands sell way more on TikTok for brands, you know, from, you know, card abandonments and different ways that... Like DMs? Well, there's a huge gap between like TikTok Shop and Shopify where a lot of phone numbers are not being passed, right?

39:01So we're able to now select a lot more event data from TikTok Shop specifically and also do post-purchase events with TikTok Shop customers specifically, which there's like there's a black box between shopify and tiktok shop with that so yeah like i had an agency say hey can you test this with a brand and like we just so happen to have that same brand that like as a client that's doing nine figures they sell shower heads and we just launched that a couple weeks ago and we're already seeing some decent results like it's not a comparable like hey your conversion rate like compare your conversion rate on post-purchase with traditional partner country because it's much different you're targeting customers that like we're not showing intent to buy etc like but either way it's still incremental and it's optimizing a whole different like subset of channels so so yeah i mean anyway that and that's what we're that's what really our goal is right now is we're able to build so quickly like a lot of us are now given and all the advancements is really what is going to move the needle for you as the brand operator or you at this brand that you would you want to leverage live agents for like if you had a shiny genie bottle what would you want to use live recovery or live agents for alongside your ai and whatever to optimize for your specific brand like i'm starting to do a lot more customer interviews a lot now that i'm gonna i'm gonna try and tone down the travel a little bit because i've been on the road every week as you've probably seen jay seen you a bunch which i love but yeah i want to i'm going to start talking with a lot of our top brands and just all brands of shapes and sizes like to understand their current experience and what they want to specifically see because we could build very quickly i mean we launched subscription with recharge and tiktok in like a couple weeks so yeah yeah and i'm willing to bet most brands it's not something they think top of mind when they have a chat like the brand that wanted to send that survey or the brand like it's not something you normally think oh i could leverage hundreds of human people to send these messages.

41:04Like that doesn't, it's not a normal way of thinking. You start to think like, how can I build a tool to do this or buy a tool, but like you've got real people. And if you just make that known to brands, you're right. Like there's endless possibilities of what could be done if they know that it was there. Yeah. And some of what we fight against is that, right? It's like, you know, what we do is so non-sexy and non-cool right now with no buzzwords, MCP, flawed this, rock that. It just works. It's old school. It's human that actually work and help your brand sell more stuff. It just kind of operates in the background.

41:46But because there's not some crazy AI terminology with it and this, that, I almost feel like brands get turned off in a way. But at the same time, there are a majority of brands that are starting to come back. that initially had that AI buzz and I'm in love and everything needs to be AI. I feel like a lot of what I'm hearing from really like a lot of top thought leaders, big time operators is like, we've never wanted to be able to differentiate a more authentic as a brand. And this is going to help us do that in a lot of ways. So it's not, oh, I should just do AI or I should just do live people.

42:24It's, I should do AI, a lot of it, figure out where it fits. I should do my SMS retargeting, email, and I should do log people because it all fits in. Yeah. At the top of the show, I mentioned OmniSend can now talk to ChatGPT and Claude. And I want to tell you why that's even bigger than it sounds. So if you missed it, quick catch up. OmniSend is what I use for email and SMS on every Shopify store I work with, plus for this show as well. And you can now connect your AI Cloud Chat GPT straight to your OmniSend account. Your data, your campaigns, your flows, everything. You open a chat and you ask, what should I focus on this week to make more money?

43:05And it will come back with real answers about your store, which flow is underperforming, which automation needs improvement, which customers are going quiet, what's missing, everything. My favorite part though is AI segments. I used to build these by hand, clicking through filters forever. Now I just type something like customers who bought twice, but ignored my last campaign and it just builds it. And anything it writes already sounds exactly like your brand because it pulls from all your previous emails from your website, your logo, your color, your voice, everything. I've been doing this for 15 years and this is the closest I've ever felt to having a full-time marketer sitting right beside me.

43:43I have a link for you in the show notes that will give you 30 % off for your first three months, or you can just use code J30 when you sign up, J-A-Y-3-0. If you're ready to migrate from Klaviyo to OmniSend like thousands of others, they will do everything for you. You just show up and all your campaigns and automations from Klaviyo will be set up and running in OmniSend, ready to go. And usually at 35 % less what you were paying Klaviyo. It's so interesting. We take for granted that 15 years ago, every time we called a brand, a human picked up. if they had a chat thing on their website, you were talking to a human, like there was no bots.

44:21And now that's like a luxury to talk to someone. And brands need to realize that, that you can differentiate by just putting a human. It is so, I would feel blown away. Like every site I go on, I know the chat I'm starting with is always AI and it will try its best. But then eventually I almost always get to a point where I'm like, speak to an agent, speak to an agent. brother. I mean, we're building that too. We're going to have something called inbound because one of the biggest teacher requests that we have right now is what you just said. Hey, like we would pay you whatever you want, more percentage or a flat fee per month of like a couple thousand dollars.

45:03If you can have your agents be like a chat bubble in the front of like when someone enters the site and they like want to talk to some chat with an agent, chat with a rep. And then we're having that conversation and helping them through their journey on the customer site from the start of the page versus them having to reach the checkout. Because if a customer doesn't reach the cart or the checkout right now, we don't ever get involved. So, you know, like to your point, more ways that a brand can have the ability to connect with customers. Because, you know, right now I'm dealing with it right now.

45:34I'm dreading calling the IRS, calling the town of Nutley and all these things because I know I'm going to be on hold for three years and not going to be able to talk to someone. Yeah, I've been, we've all been there. Well, you said A is to sell with a soul in an AI driven world. Tell me what that means. I mean, this, I feel like leads into it a little bit here, but selling with a soul. What is that about? Selling with a soul. That sounds like some of our marketing. I like it though. I pulled it in from somewhere. It must've been because I have my, I think at the end of the day, I just think it's all about being authentic.

46:08It's so hard. I think it's so hard to, for people to just be normal these days. Like I even, like we were talking about before we jumped on the pot, Jay, it's like, I just, what you see is what you get with me. You know, from the moment I wake up to the moment I go to bed, like I try to be as authentic as possible and really embody the brand. Right. And all my social media probably annoy people like crazy and people get retargeted with our ads of me talking this and that, but it's like, how in such an AI driven world and a world that demands so much attention and pray for attention is like, how do you stick out?

46:42I don't really, I don't really know any other way than to just be your true self. You know, even when I write on my content, there's no M dashes 99.9 % of the time, there's no this, there's no that. I, you know, I go off the cuffs and just share, you know, raw things. You know, I get off a call and share exactly what happened and, you know, might not may not be for everyone but but yeah i think like you know truly from the brand side like it's so remarkable to see sometimes brands that had so much hesitation and were so convinced that this type of way of doing business or talking to their customers just wouldn't work but you know the only time I've genuinely seen our product not work for a brand is when this brand sold a very interesting business they were doing like eight figures but they sold like custom like a custom quilt that basically you'd send a bunch of shirts to them and then they would cut them out and craft it and connect them all so it's like you know you were bobby who's 18 years old and your mom wanted to get all your jerseys together blah blah blah you know like it was cool but there is so much back and forth of like issues with the order backup returns this that and you know once our services are rendered like in our terms and conditions we're not refunding our commission based on the customer refunds so like the way that they were just structured it just didn't work but yeah outside of that i mean we work at brands that sell custom car parts seven thousand dollar engagement rings you know yeah five thousand dollar beds you know twenty dollar spices.

48:21It really doesn't matter. Having real actual people, active sales people for your brand. Like just like if you're at the mall, I'm at the mall. I'm not, I'm not, you know, I might be in the minority, but if I'm at the mall, I'm going to buy shoes or a shirt or whatever. I'm enjoying that process with the sales agent. I'm not talking to chat GPT and getting recommendations or whatever. Like I'm just, we're going to have the old fashioned way. Yeah. So where do you draw the line? I sometimes hear people say that the best is a hybrid approach, you know use AI what it's good for use humans what they're good for automate what needs to be automated and humans for the other part like obviously brands are going to be using automation and AI for a portion of their business like there's got to be things that it's like yes use that do you have a rule in your head where you say like okay this is where humans excel and you should leverage it and this is where automations and AI excel and is do you have any guiding principles for that?

49:20Yeah. You know, it's funny. I see a split a lot of times because I always am interested to hear from operators at the brand level, like what their sentiment is. And I see such an interesting split. Like certain brands are like, or certain operators are like, I want to retarget everybody that I can under the sun as many times as I can. I can't send them enough emails. I can send them enough SMS. LiveRecover can hit up people that are not also opted into my marketing. I want them to hit up anybody they can. I also don't totally agree with that. I always enjoy brands that are very sensitive to that experience and really take a very dialed approach.

49:58Lately, people not actually doing SMS, doing email, not doing traditional SMS, but using LiveRecover for everything abandonment, using AI as a layer, of course. But I'd say crawl, walk, run. So my recommendation, and based on what I've seen successful, is you start live recover with a small subset of traffic because you're not going to believe it. So just have us either target very high value customers. So like over X amount. Yeah, like we only target customers that have a lifetime spend of X or they have$300 or more in their cart, right? And as a first time customer. and then you know over a 30-day period we measure the volume we measure the success we measure how those conversations look and then maybe we open up that net a bit and say hey why don't we now also start to target people that are repeat customers and let's adjust that threshold so we can now have more because the more we restrict in terms of who we're targeting the more the less sample size you have to see of what we could recover and optimize etc so i always say like crawl, walk, run in order to make everybody comfortable.

51:09Because once a brand sees, A, you can get set up with us in 10 minutes and we could start recovering revenue in like 30 minutes. So it's like the easiest thing you'll ever set up on Shopify and in your tech stack. And then over the course of time, we just kind of sit in the background and do our thing without you having to be involved. And so a couple of weeks go by, they start to see X amount of revenue recovered, X amount of recovery rate. It's very good conversations. seldomly if someone's going to want to leave and turn off. Yeah. I think you kind of answered my next question. I was going to ask if someone has a smaller budget and they wanted to try it, what is the first place to plug in?

51:46But you're saying pick the first-time customers who've never ordered before and haven't, I guess, also haven't opted in because they're brand new. So you can SMS them and you can pick a higher priced item. If your average order value is$40, maybe want to target 60 and up or something along those lines. Or 100 and up. Yep. Yeah. Super interesting. What are you doing? So I don't know. Do you know the exact number? Like you said, your average recovery rate, is it 21 % you said earlier? Yeah. Average conversion rate across all brands is 21%. Crazy. I think for normal abandoned cart automations, like it's in the single digits.

52:28I don't know exactly. Do you know what it is? Like 7 %? I mean, for traditional SMS, I would say like on a good day would be, you know, on a good day would be six or seven percent. So you're roughly tripling them. What is happening inside those conversations that are so different? Like, where's the gap? You know, it's it varies so much because there are, of course, a lot of conversations where, you know, customer didn't even realize they could talk to someone. Yeah. And maybe the brand is leaning in with like, hey, saw you check this out. Is there anything I can help you with or do you want a discount?

53:04And they're like, oh, yeah, I'd love a discount. Right? So the immediacy, like, right, this is truly like someone's leaving the store. Right. Because it's 30 minutes post, right? So 30 minutes post, they're getting a text message from an actual real person, from the brand, from where they just were evaluating whatever. and and so that that instant definitely plays a role in a lot of like we measure like conversation data and a lot of like customers i'd say 60 to 70 plus bypassively you know have that just maybe a basic question or two right also think about from a brand side when a brand's over complicating getting started with us like oh like how are you going to answer all my questions how are you going to do this how is you a lot of times they're very basic questions starting walls like you know they have a basic question or two sizing this right where i get excited is to your point what else happens is like there are very complex questions you know maybe they have sizing questions like someone says i normally run big in a large like you have a sizing chart if i also want to buy this for my sister who is x like what is your recommendation like there's so many different nuances we can talk for days but you know that's that's where the automated ones but they fall apart yeah even with the best ai even with the best ai you know if you're like hey like hold up like like you're talking to an ai bot like our agents actually i've seen in a conversation not that this really matters much but it's like hey hold on give me five five minutes i'll be right back i have to use the restroom like ai bots not going to be able to be that authentic you'll come back and it'll say are you still there are you still there chat closed well you know we were talking about like how we have you know in the nature of us i guess doing good business you know you always have some competition flaring up out of the woodworks and told you about a recent you know company that made a competing product that's also ai enabled so it's not really apples to apple but anyway they're targeting all my customers so their their whole moat is that they still do have real people but there's also ai on top of it so one of my brands that started to test them for a period of time showed us a conversation and it actually showed a customer being like, are you really a human?

55:18Which our agents get all the time. Are you really a human? Yeah. Obviously, we can answer that authentically. Probably one of the most common questions. Very common. When in that conversation, when the brand showed us, our agent asked, or the customer asked the agent, are you a real human? And the response was, I can't answer that question. Right, because they don't want to say no. They also can't lie. And so interesting. How long do you think Like, do you think there's a world in five years where AI becomes so good that there's like, or like there's never a need for human or does the more people get frustrated with it?

55:54I was listening to Gary Vaynerchuk yesterday and he's big on... What does my Jersey boy say? He's a Jersey boy. What does he say? He's big on like things going, not organic, what's the right word I'm looking for? Like going back to non, like teenagers wanting non-smartphones and people wanting real experiences. like actually kids playing in the park. Yes. Yes. Like, yeah. And like playing like Sega together. Like, yeah, like I'm with that. He wants to open, he wants to open a restaurant. I think he's got seven or eight restaurants. And he says he wants his next restaurant to be one where when you come in, you have to put your phone in a locker and every table is a communal table.

56:31So you have to sit with other people. You can't just sit and stare at your spouse and not talk about anything. You have to sit in a group and learn and meet new people and talk. And that's, yeah, he says as he, like, brother, I'll be right there with you. I would be taking retreats with you, you know, because, you know, you know, I love you. So I want to hang out with you more. Like, I'll be at your table with my phone in the locker. A hundred percent, man. I mean, we might start by switching a little bit, but we'll get over it after 15 minutes and then we'll have actual real dialogue, you know.

57:02I love it. So you've worked with, is it 4 ,000 plus brands? Oh, gosh. They make me feel my age. That's why I lost all my hair. hats. See, this is, I mean, it's my AI agent scraping things, pulling this in. So I'm going to trust my agent here that told me that you worked with 4 ,000 plus. Over, over 4 ,000 at this point. You know, we have close to, you know, we have close to 800 brands live, well over 4 ,000 that I've come across over the last five years. Is there anything that the best ones are doing different? Like I know, obviously like, you know, the agents are the ones talking to people, but I always say, you know, how you work with an agency, how you work with a product, how you work with like how merchants work with us at Bold affects how good their products are able to do.

57:47Like, what are the best brands using LiveRecover do to really get the best results? Is it for LiveRecover? Yeah. Yeah. So like if I'm a brand and I want to use it and I said, you know what? Tell me exactly what I have to do to be the best customer you ever had. I want to be a case study. I want to be on the front page of LiveRecover as your poster boy. What do I have to do as a brand to be that? Like how do I be a good brand with the tool? Yeah. So any brand that I work with generally, I'm going to give them access to Slack support at no additional call. I want every brand just to get on. And I know once they install the app, they're going to be successful because our team and the way we do business is phenomenal.

58:32We're going to help you execute. Now, the best brands are communicating with us in Slack. And I'm not talking like anything crazy, like initially getting us some brand guidelines so we can build out that knowledge base exactly the way they want. So we're not messing up any conversations, right? Because that's important. And if a brand is very sensitive to how we're going to interact with their customers, why don't you help us out a little bit there? So that's important. And then two, if I'm going to label two things, it's that. And then being open with us and communicative with us on how we're setting up that initial flow of who we're targeting.

59:10Are we providing an offer or not? And how we're going to measure that for the first 30 days. And then also their marketing calendar. Right? Because we're... Think about it. if we're having conversations with all these people that abandon checkout and are on your site, et cetera, and we're not aligned with what you're also offering on site or all those other discounts that are floating out there, we might provide somebody an offer or have a conversation that isn't aligned with what your existing offers are. Like, for example, Memorial Day, what is the brand's site-wide offer? We should be pushing that versus providing any discount codes right so it's the best the best bands are aligning with us on initial setup of brand guidelines and the marketing calendar market you know do they have do they have it in men where they like put this in or do they actually like tell an agent or if i'm running a promotion for the next month where it's buy any two bags of coffee get a free mug or whatever and i want my agents to know about this how do i convey that yeah dude it's like honestly the like a brand that they're okay with me sharing this too is like like think about it like we have like very like they'll just go to us in slack and i'm going to share this with you real quick am i able to share screen yeah you are yeah yeah here is my slack just real quick i'm going to share this these are my boys from jordan craig i love my brand from my my live recover live recover fam from jordan craig so think about like these are the upcoming like this is the sale name for the upcoming memorial day sale or whenever their past sale was it looks like this was last month and like they're letting us know hey here's when the sale start date is end date here are the codes here's the offer and then like our agents are communicating back and forth with whoever's running that at the brand and then once we said that they're right in there in the slack channel Oh, they're right.

1:01:05Like, dude, like we're literally an extension. We're an extension of these brands' team. You know, brands that are close to doing a billion dollars in revenue are like coming to us like as if we work together at their office, you know? I didn't realize they were that connected. That's kind of how we want it to be. Yeah. Like that's how connected you can be. And like, we've also started to dabble in, should we invest or should we start to think about like a service model? Because given the level of support that we provide, like brands are getting more value than what they're paying for. Of course, that's always tough to articulate and everyone's going to have their own opinion.

1:01:37But that's why I'm like, when a brand has issues with pricing, like talk to me, let's figure out what actually makes sense in order for your brand to be profitable. Because I know if you're profitable, this should never be a question, right? Like, not just the incrementality, but like the value add that we're actually adding to your business. Because there's so many different nuances and ways that we should be driving value, not just from money. We could do ad hoc reporting with all these insights, right? We talked about the insights. I can slice and dice all this transcript data and give it back to you, Jay, to know every single customer that abandons checkout, what they're saying about PillowCube, you know?

1:02:16Yeah. And you'll never get that with an automated text message that people can't reply to. You're either going to get a click that you just give away 10 % or you get nothing. You get crickets, but you don't get the data that's huge. That's huge. In my head, I'm thinking, do you get the transcripts? Like, do they get every kind of brand? So I would take all those transcripts and I would throw that in Claude or ChatGPT and I would ask it to read through all of them and pull out the five themes of questions and I would answer those on my checkout. Like, yeah, huge. Exactly. That alone, that's why we built the Insights feature that does basically just that.

1:02:59You have that built. Yeah, we have that built because about a year ago, one of our brands, Jordan Craig, you know, came to us and we were betaing that and we basically gave them a beta of it. And then they use that data to read. They were realizing that their shipping, like their whole shipping, basically customers were their shipping was an absolute mess. And so they used all of that data that they were compiling. And they they actually built a shipping program into three different tiers, like gold, silver, bronze, based on all the transcript data that they evaluated from all of just our conversations.

1:03:36Not saying that we're the only conversations that they're having, but there's so much value in just our data that we're actually having with legit potential customers that it transformed the way that they now handle their fulfillment, which is kind of a dope use case. That's worth its weight in gold right there. Amazing. This has been super informative. I didn't realize, like I had a very surface level understanding and I was, I'm actually blown away. I didn't realize how connected you would, you are with the agents. I, in my head, I kind of thought it was, there's a bucket of agents and you have just an app and you don't talk to them, but I had no idea it was so.

1:04:14No, I appreciate that, man. Yeah, I mean, like, they're like my family, you know? It's like our family, Corey and I. And what's also special is like over 90 % of them we've retained since we started the company. You know, we even bought the business from Dennis and Cody initially. Yeah. So there's a lot to be said about that. They eat, breathe, and sleep the space, you know? Amazing. Okay, I know we're over time here. You've been super generous. I want to ask you, you know, the topic or the theme, the title of the show, sorry, is Shopify 1%. And I often like to ask guests if there's something they can do today to improve their Shopify business 1%.

1:04:53Because I don't know if you know, I didn't invent this concept. But if you improve 1 % a day for a year, you're 3 ,700 % better at the end of the year. Compound. Oh, baby. In your space. I mean, right away, my mind is going to like, not just 1%, 10%. Get a human on your batting cards. but can you leave our listeners with something they can do to make their store 1 % better? Gosh, 1 % better is, you know, I hate to say it, 1 % better, I would say... It can be 2 % or 3 % or 10 % or 21%. Gosh, Jay, call me biased, but what's coming to my mind, and this is what I've been talking about, like I've spoke at a couple of events this year is screw LiveRecover, screw anything.

1:05:41Like you should be figuring out a way to talk to your customers that go to your site and leave without buying. There's a lot of customers you can talk to today, either text or call, they go to your site and abandon checkout. Do that for a period of time. You're generally going to reach a certain scale that either A, you're worried about, oh, am I calling someone or texting someone that's on a do not call list and I might get sued for? Or B, you're just going to reach scale where you're not able to follow up with everyone. But what you're going to always do is you're going to get insights from those conversations that could potentially transform your business overnight.

1:06:20So screw live recover, screw this. Just talk to your customers genuinely at any point and see what happens for you because I think that'll get you way more than 1 % better. I love that. That's so good. And it's something that sounds obvious, but hardly anyone does. But that's, I don't know what it varies by store, but roughly 97 % of the people who come on your store don't end up buying. So you're not talking to 97 % of the people. Like if you put that in the context of imagine a retail store, like what, like 90, imagine 97 % of people come in, turn around and walk right back out and nobody talks to them.

1:07:04That's what's happening. It's mind blowing. Like, and then, you know, like in this day and age, just even having, you know, I've always said like the only good qualities about me, the only good qualities about me is I have a decent memory and I can talk a little bit and just being able to actually genuinely talk to people. Way more good qualities about you than that. Come on. I appreciate you, Jack. But no, I mean, just being able to talk to people these days, gosh, you can change the world if you can actually talk to people. Cause I tell you, People don't even know how to communicate these days.

1:07:35We're recording this right after SubSummit. And this will probably go in a couple of weeks. But we literally said this today, like being at SubSummit last week, there's been a few brands that we've been talking to or like some of them are just. And then at SubSummit, like we're giving hugs, like people are running up. And it's like it just would never happen, you know, and talking, being in person, meeting them. Yeah, nothing beats it. So nothing. I couldn't agree more. Nothing. Steve, I know you've got a little bit of an offer that you were super gracious to before the show. I asked you if there's anything you wanted to extend to our listeners.

1:08:09So first of all, I guarantee there's a lot of people listening right now that are thinking about trying or using LiveRecover. And I'm a huge fan. I cannot, I am not sponsored in any way to say this. I just genuinely believe in what you're doing. Maybe LiveRecover will be a sponsor one day. Who knows? But like, that's not the point. Been that customer. I have been that person banging my head against a wall. I've been that one yelling at the AI agent, just screaming, human, human. And I think what you're doing is amazing. And I love that it is going against a lot of what is so easy to get caught up in right now.

1:08:44And every time I open Twitter, it just, it feels like, A, I'm behind on everything and the whole world is ahead of me. And even though I'm, I know that I'm in like the top 1%, but you feel like you're a million years behind and you feel like everything is. but you're, you got real humans, you know, that never goes out of style. And I love what you're doing. So if someone wants to try this, where can they go and tell me about this offer that you mentioned? No, I appreciate you immensely, Jay. And yeah, the, the offer I wanted to mention before they actually kicked me out of this place is so in all seriousness, I want to make this simple stupid for anybody to just test.

1:09:23So I actually would like to offer what we call it free summer. Jay and I called it free summer. So if you're signing up from the show, whether it's a link Jay provides or just reaching out to me that you found that about through the show, we're going to give live recover for free to test for the entire summer. So June, July, August, you will not, you can literally get free money. Even if for whatever reason, you don't like live agents. Everybody likes free money. And this is a tool that you'll be able to use for the whole summer at no charge to test. Amazing. No brainer. Let's try it. Steve, thank you so much.

1:10:00It's liverecover.com, right? Liverecover.com. Find me on socials. It's my name, Steve Lacarica, IG, LinkedIn, Twitter. And love to speak to any of you. Steve, you're an absolute legend. Thank you so much. You're the GOAT, Jay. Thank you so much for having me.

1:10:22Thank you.