What's wrong with customer service and how can we fix it?

Jeff Weisbein -

Welcome to TechieBytes episode 80 titled What's wrong with customer service and how can we fix it? (feat. Joseph Ansanelli)

Today I'm speaking with Joseph Ansanelli, he's the CEO and co-founder of Gladly, a company that helps brands like Crate & Barrel, UGG, and Warby Parker improve customer service. He's also a venture partner at Greylock. We discuss what is means to provide great customer service and how companies should be thinking about their customer service experience. Plus we dive into what entrepreneurs should know about pitching and selling their companies. Enjoy!

I've also started a South Florida Entrepreneur Club along with my new friend (whom I met on Clubhouse), Nicholas Mohnacky (@mohnacky on CH)! If you're an entrepreneur in Florida (or anywhere around the world) be sure to follow me on Clubhouse (@jeffweisbein) and join us every Monday, Wednesday, and Friday at 3PM ET! Sign up on the site for the mailing list and follow our Twitter for updates.

Topics we discussed:

  1. Why did you start Gladly? What was the pain point you were looking to solve?
  2. What's the future of customer service look like? Especially during the pandemic and then post-pandemic?
  3. I feel like people have been talking about chatbots in customer service for years now, what's the progress look like there? Where are we with that and where is that heading?
  4. How do you know it's time to sell your company? We recently had on Andrew Gazdecki, founder at MicroAcquire on to discuss the same topic, would love to hear your thoughts.
  5. If an entrepreneur is selling his/her business for the first time, what negotiating tactics should they be aware of? How can they counter?
  6. What's the most important thing a pitch deck should include and where should it be included?

Audio Episode

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Video Episode

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