In this engaging episode of Talk Commerce, I had the pleasure of speaking with Jordan Gesky, Senior Customer Experience Manager at True Classic. With her extensive experience overseeing customer service operations and the entire customer journey, Jordan offered valuable insights into how this growing men’s apparel brand is embracing technology while maintaining authentic customer connections.
The Evolution of Customer Experience in E-commerce
Jordan shared how True Classic has transformed their post-purchase journey into a revenue-generating opportunity. Through their partnership with Parcel Labs, they’ve created customized landing pages that showcase new products and membership benefits to customers tracking their orders. It’s a smart approach that turns a routine tracking check into a potential sales opportunity.
Embracing AI While Maintaining the Human Element
One of the most fascinating aspects of our discussion was True Classic’s approach to AI integration. As Jordan pointed out, AI isn’t about replacing human agents but rather enhancing their capabilities. Their chatbot, cleverly named “Crew” (a play on crew neck t-shirts), handles basic queries while allowing human agents to focus on more complex customer needs.
True Classic’s Growth Journey and Future Vision
Having been one of the first ten employees at True Classic, Jordan offered a unique perspective on the company’s growth. What started as a focused men’s apparel brand has now expanded to multiple retail locations across Chicago, Arizona, and Florida. The brand is eyeing expansion into women’s and children’s wear, driven by consistent customer demand.
Multichannel Presence and Future Opportunities
True Classic has established a strong presence across various channels, including:
- Physical retail stores in major cities
- Online presence through their website
- Partnerships with major retailers like Target
- Sam’s Club and Walmart online presence
- Upcoming expansion into TikTok Shop for 2025
Wrapping Up
As we wrapped up our conversation, it became clear that True Classic’s success stems from their ability to balance technological innovation with genuine customer connection. Jordan’s insights demonstrate how modern e-commerce brands can leverage AI while maintaining the personal touch that customers value.
Want to hear more about True Classic’s journey and Jordan’s insights? Listen to the full episode of Talk Commerce for more detailed discussions about e-commerce innovation and customer experience strategies.
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