Mentionsy
Flying with Shopify
Flying with Shopify
18.11.2025 11:02

#67 Yohan Loyer: How conversational commerce & AI redefine the future of CX🛒 Flying with Shopify: Expert Insights | E-commerce | Shopify Plus

In this episode, we talk to Yohan Loyer, one of Europe's leading experts in customer service and e-commerce support, and Partnerships Manager at Gorgias, a top customer service platform for Shopify and fast-growing e-commerce brands. With nearly a decade of experience helping global brands grow at Salesforce and Gorgias, Yohan is passionate about transforming customer service into a revenue driver that increases retention, loyalty, and customer lifetime value. 💪🏻

We talk about how customer experience management tools, including those powered by artificial intelligence, are changing the customer journey, how small e-commerce businesses can compete with large brands, and the future of tools like Gorgias. Yohan also shares insights on conversational AI, intelligent automation, and how retailers can leverage customer data to grow faster and deliver exceptional experiences. 📈💸

If you run a Shopify store or work in e-commerce, this conversation will give you actionable ideas on how to turn customer service into a growth engine and prepare your brand for the future of online commerce. 🚀

 Yohan: Guest Introduction

 How e-commerce is changing nowadays?

 Customer support: cost center or growth opportunity?

 How Gorgias aggregates and uses customer data?

 Creating a great brand experience with Gorgias

 How AI can improve customer experience

 What is conversational AI?

 Small e-commerce businesses: what matters most? Can they compete with big brands?

 When does advanced customer support stop making sense?

 Preparing for new acquisition channels: Gorgias’ AI Shopping Assistant (ChatGPT integration, future of product search) and how the AI Agent learns

 Comparing Shopify Sidekick with the Gorgias AI Agent

 Key takeaways from the conversation

 How can a positive customer experience be memorable? A football example ⚽️


🚀 Join Flight Club – a private community for Shopify Plus merchants: https://flightclub.wecanfly.pl/The next episode is coming up on 2 December!Are you in the e-commerce industry and would like to share your experiences? 👋Or do you know someone who should be on our guest list?Let us know in the comments or get back to us at [email protected] 📩All episodes are also available on the major podcast platforms. Details: https://bit.ly/3U9IYjD Do you have any questions? It's easiest to catch us on LinkedIn!Yohan 👉 https://bit.ly/4i1r8LEMaciek 👉 https://bit.ly/42ldGtATomek 👉 https://bit.ly/3B5LdvGFind us on:Our websites 👉 https://www.wecanfly.pl/ and https://wecanflyagency.com/Clutch 👉 https://clutch.co/profile/wecanflyLinkedIn 👉 https://www.linkedin.com/company/wecanfly-shopify/Shopify group on Facebook 👉 https://www.facebook.com/groups/4989242507789029Instagram 👉 https://www.instagram.com/wecanfly.agency/

Gorgias AI Salesforce Yohan Loyer CX Flying with Shopify Mbappe Real Madrid Shopify Poland that did the Lewandowski Shopify Shynesty The AI that is conversational is The big opportunity for brands right now is

Sponsorzy odcinka (2)

Gorgias mid-roll

"Yohan Loyer, Gorgias, Shopify, Salesforce"

ChatGPT mid-roll

"ChatGPT i Shopify pracują w ChatGPT, ale replikują to na stronie firmy, z bramą Tonal Voice"

Szukaj w treści odcinka

Wyczyść
Znaleziono 27 wyników dla "Gorgias"

Yohan Loyer, Gorgias, Shopify, Salesforce.

Yohan Loyer, Gorgias, Shopify, Salesforce.

What I'm seeing a lot in our space at Gorgias

Tak, to jest również powodem, dlaczego lubię pracować w Gorgias, ponieważ widziałem od początku, jak wsparcie klientów może naprawdę zmienić biznes i stać się kanałem wynagrodzenia.

And to put it very simply, we are seeing at Gorgias that there's a direct correlation between the automation of customer support and the revenue generated by customer support.

Yohan, wierzę, że to jest odpowiedni moment, aby wyjaśnić, jak Gorgias aggreguje dane.

Basically the goal of Gorgias is to help e-commerce brands generate revenue through customer support and interactions they do with customers.

These kind of tools are all natively integrated in Gorgias and any tool that has an API or the ability to get connected through an HTTP integration can be connected to Gorgias so that the customer support team, maybe we can put a screenshot of what it would look like, has all the information about the customers reaching out right from Gorgias.

So not only the information, but also it is possible from Gorgias to perform actions without switching tabs and tools.

For example, someone wants to edit their shipping address, we can edit the shipping address in Shopify directly from Gorgias.

Someone has a subscription, we can pause or cancel the subscription directly from Gorgias.

We can send them an email based on the information between the brand and their customers on Gorgias.

Przede wszystkim, prawdą mówiąc, i myślę, że powodem, dlaczego usługa jak Gorgias istnieje, jest to, że większość razy doświadczenie z marką nie jest takie świetne.

So how actually Gorgias can do it, can help you and support it with it?

Widzieliśmy, że ludzie, którzy używają pomieszczeń do zakupu, mają na zwycięstwo, z branżami, które go używają w Gorgiasie, 75% większą liczbę zainteresowań w czacie.

And so with a tool like Gorgias, let's say random example,

If you can save already a little bit of your time day to day by having a tool like Gorgias, whether you use AI or not, it's already a win in my books because you're gonna be able to spend your time on what matters most and you're gonna have the tools to get back to your customers quicker as well.

I think a very good parallel between what is happening right now with conversational commerce and the integration between ChatGPT and Shopify is, I think by the time this is released, this will be live on Gorgias, so probably I can speak about it now.

I think the main benefit of this Gorgias GPT versus ChatGPT is that you have more control over the entire process and you have the control of what's happening after the sale.

Jeśli patrzysz na Gorgias przez ostatnie 3 lata, to w 2023 roku był to helpdesk, czyli piękny produkt, który wszyscy wiedzą, z centralizacją kanałów, makrofonami, automacją, informacją z różnych narzędzi.

But for now it's not something that you go inside Gorgias and you query it to have data and strategies, but it just seems like the natural next step for this kind of tool, which is probably why you asked, actually.

But obviously that is something that can really help with not only the adoption of Shopping Assistant for us, Gorgias, but it can really help

I've been almost five years at Gorgias and I've seen a lot of brands actually turning customer support into a bit of a secondary channel, seeing this as a cost center and turning it into a real revenue channel with conversion targets.

So, for example, in Gorgias you can track how many customer support conversations end up in a conversion in Shopify.

Names mentioned Yohan Loyer, Gorgias, Salesforce.

Thank you for having me and I guess my objective with you guys would be to record another episode in some time in person with a testimonial from a Polish brand using Gorgias and sharing their own experience with this.

Yeah, we are recommending your Gorgias for years now.

Ostatnie odcinki