Startups and seasoned merchants alike can run into hiccups with managing customer service. Is it better to do it in-house or to outsource? Should you hire someone from the start? Cody McLain is CEO of SupportNinja, a customer service provider. He addresses the realities of operating a company in the Philippines, tips for business owners looking to expand customer service functions, and more.

Building an Ecommerce Business, Part 8: Customer Service

Ecommerce Conversations is the long-running weekly podcast from Practical Ecommerce, hosted by ecommerce entrepreneur Eric Bandholz.
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•• Listen in as Eric interviews in-the-trenches founders and executives who address the essentials of launching, growing, and sustaining an online business. Hear their successes, mistakes, and plans — addressing customer acquisition, web traffic, marketing tactics, on-site conversion, shipping, favorite tools, funding, obstacles, and much more.
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•• New episodes every Friday. Subscribe to the podcast here, and then read a condensed transcript at https://www.PracticalEcommerce.com/tag/podcasts.

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Rabah Rahil first appeared on this podcast in September 2022. He was the chief marketing officer of Triple Whale, an analytics platform. He addressed customer acquisition, attribution, and more.

He’s now the CMO of Fermàt Commerce, a SaaS provider of customized customer journeys. Founded in 2021, it has raised nearly $30 million in venture capital funding.

In this episode, Rahil discusses Fermàt’s software, target customers, and his role with the company. 

For an edited and condensed transcript with embedded audio, see: https://pec-ly.com/?6rwr

For all condensed transcripts with audio, see: https://www.practicalecommerce.com/tag/podcasts

Listener reviews of Ecommerce Conversations elevate visibility and help others experience the lessons of online entrepreneurs. We invite you to leave a review on this channel.   

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The mission of Practical Ecommerce is to help online merchants improve their businesses. We do this with expert articles, podcasts, and webinars. We are an independent publishing company founded in 2005 and unaffiliated with any ecommerce platform or provider. http://www.practicalecommerce.com 

Fermàt CMO on Customized Customer Journeys

The post-Covid ecommerce hangover has hit Roman Khan. He launched his first direct-to-consumer brand in 2013, acquired others, and in 2021 founded Peak 21, an aggregator with equity investors. The outlook was good.

Fast forward to 2024, and many ecommerce companies are struggling. Mergers and acquisitions have cratered. Yet Khan perseveres. His team reviews dozens of purchase candidates every month, albeit cautiously.

In this conversation, Khan shares his investment criteria, current market conditions, and predictions for a recovery. 

For an edited and condensed transcript with embedded audio, see: https://pec-ly.com/?6rpD

For all condensed transcripts with audio, see: https://www.practicalecommerce.com/tag/podcasts

Listener reviews of Ecommerce Conversations elevate visibility and help others experience the lessons of online entrepreneurs. We invite you to leave a review on this channel.   


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The mission of Practical Ecommerce is to help online merchants improve their businesses. We do this with expert articles, podcasts, and webinars. We are an independent publishing company founded in 2005 and unaffiliated with any ecommerce platform or provider. http://www.practicalecommerce.com 



Amid Downturn, Ecommerce Investor Perseveres

Faraz Kahn began losing his hair at age 21. Years later, when searching for startup business ideas, he focused on own experience. The result is Fully Vital, a direct-to-consumer seller of hair loss serums and supplements that he launched in 2021.

In this episode, Kahn addresses his launch of Fully Vital, marketing challenges, and lessons learned along the way.

For an edited and condensed transcript with embedded audio, see: https://pec-ly.com/?6rli

For all condensed transcripts with audio, see: https://www.practicalecommerce.com/tag/podcasts

Listener reviews of Ecommerce Conversations elevate visibility and help others experience the lessons of online entrepreneurs. We invite you to leave a review on this channel.   

******

The mission of Practical Ecommerce is to help online merchants improve their businesses. We do this with expert articles, podcasts, and webinars. We are an independent publishing company founded in 2005 and unaffiliated with any ecommerce platform or provider. http://www.practicalecommerce.com 




Early Hair Loss Spurs DTC Founder

BGR is a media site covering consumer technology, such as games and devices. Jonathan Geller launched the company in 2006 and sold it to Penske Media in 2010. He remains its president and general manager.

The site has long relied on organic search traffic, which it monetizes with advertising and affiliate commissions. But the tsunami of low-grade AI content has upended search rankings and thus BGR's business.

In this episode, Geller addresses the future of search engines, the era of weak content, the importance of branding, and more.

For an edited and condensed transcript with embedded audio, see: https://pec-ly.com/?6ri7

For all condensed transcripts with audio, see: https://www.practicalecommerce.com/tag/podcasts

Listener reviews of Ecommerce Conversations elevate visibility and help others experience the lessons of online entrepreneurs. We invite you to leave a review on this channel.   


******

The mission of Practical Ecommerce is to help online merchants improve their businesses. We do this with expert articles, podcasts, and webinars. We are an independent publishing company founded in 2005 and unaffiliated with any ecommerce platform or provider. http://www.practicalecommerce.com 

BGR Media Founder on AI Upheaval

Phillip Jackson launched Future Commerce in 2016. The company produces articles, newsletters, and podcasts focusing on coming trends and developments in business.

He believes commerce produces a gentler society, one that fosters culture and stability. Commerce is culture, he states.

In this episode, he discusses his company's mission, large versus small brands, the maturity of ecommerce, and more.

For an edited and condensed transcript with embedded audio, see: https://pec-ly.com/?6rdY

For all condensed transcripts with audio, see: https://www.practicalecommerce.com/tag/podcasts

Listener reviews of Ecommerce Conversations elevate visibility and help others experience the lessons of online entrepreneurs. We invite you to leave a review.   

******
The mission of Practical Ecommerce is to help online merchants improve their businesses. We do this with expert articles, podcasts, and webinars. We are an independent publishing company founded in 2005 and unaffiliated with any ecommerce platform or provider. http://www.practicalecommerce.com 



Building an Ecommerce Business, Part 8: Customer Service

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