Ep.25: How Gousto built a competitive advantage in customer care using technology [Feat. Joe Quinlivan, Head of Customer Care at Gousto] - a podcast by SentiSum

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This week, we welcome a customer of ours onto the show. This episode is with Joe Quinlivan, Head of Customer Care at Gousto.

Gousto has grown to household name status in the UK, serving 25 million recipe boxes to customers each quarter. During the 7 years Joe spent at Gousto, his team has built one of the most efficient, empowering customer care teams in existence—and they've won the European Contact Centre of the Year Awards two years running for it. 

In this episode, we learn:

• How Gousto automates 50% of customer contacts using a complex self-serve tech stack. 


• How Gousto has built a flexible, remote-working operating model that makes them resilient to fluctuating customer demands. 


• How Gousto's training, development and focus on agent engagement has helped them beat industry averages on eNPS. 


• How Gousto is deploying preventative fixes using data-analytics driven alerts.


• Why customer service insights are critical to creating win-win-win situations at Gousto.  

Enjoy the episode. Subscribe to this series and read more on the subject here: https://www.sentisum.com/resources/support-insights

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