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Ep 681 Β· 59 min Β· Mon 9 Nov

Straight to CX Prison. Humii’s Mareile Osthus on the Mistakes Costing Retailers Customers

Mareile Osthus Humii

Humii runs 500 to 700 online mystery shops a week, and founder Mareile Osthus still finds broken basics on most sites she visits.

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Your AI Chatbot Is Losing You Customers | Humii AI chatbots were meant to answer customers faster and cheaper. In plenty of online stores the opposite is happening. In this clip, Mareile Osthus from Humii shares what her mystery shoppers are seeing. Chatbot obstruction is when a shopper gets stuck in a bot and leaves. Last year it caused 3% of site abandonment. In the past six months that has more than doubled to 7%. Mareile explains what the best-rated live chats do. They offer pre-selected topics, make it clear whether you’re talking to a person or AI, and always have a way to escalate to a human. She also shares the bot that said it sold horse food when it didn’t. One bad chatbot can put shoppers off live chat everywhere. Featuring Mareile Osthus (Humii) and Nathan Bush. Brands mentioned: Humii This episode is brought to you with thanks to our partners: πŸ›οΈ Shopify β†’ https://www.shopify.com/au πŸ“§ Klaviyo β†’ https://www.klaviyo.com/au/ 🎧 Full episode with Mareile Osthus β†’ https://addtocart.com.au/add-to-cart/click-your-own-links-humiis-mareile-osthus-on-the-cx-basics-retailers-miss-681/ πŸ‘€ Mareile Osthus β†’ https://www.linkedin.com/in/mareile-osthus-2abb849b/ πŸ‘€ Nathan Bush β†’ https://au.linkedin.com/in/nathbush πŸ” Explore Humii β†’ https://www.humii.co/ πŸ“Š See the Online CX Index β†’ https://insideretail.com.au/online-cx-index πŸŽ™οΈ Want to be a guest or sponsor on Add To Cart? β†’ https://www.addtocart.com.au/contact πŸ“© Sign up for the free Add To Cart newsletter β†’ https://newsletter.addtocart.com.au/subscribe πŸ’¬ Join the Add To Cart Community β†’ https://community.addtocart.com.au/feed
Add To Cart channel avatar Add To Cart 307
Your AI Chatbot Is Losing You Customers | Humii
Add To Cart 17 hours ago
AI chatbots were meant to answer customers faster and cheaper. In plenty of online stores the opposite is happening. In this clip, Mareile Osthus from Humii shares what her mystery shoppers are seeing. Chatbot obstruction is when a shopper gets stuck in a bot and leaves. Last year it caused 3% of site abandonment. In the past six months that has more than doubled to 7%. Mareile explains what the best-rated live chats do. They offer pre-selected topics, make it clear whether you’re talking to a person or AI, and always have a way to escalate to a human. She also shares the bot that said it sold horse food when it didn’t. One bad chatbot can put shoppers off live chat everywhere. Featuring Mareile Osthus (Humii) and Nathan Bush. Brands mentioned: Humii This episode is brought to you with thanks to our partners: πŸ›οΈ Shopify β†’ https://www.shopify.com/au πŸ“§ Klaviyo β†’ https://www.klaviyo.com/au/ 🎧 Full episode with Mareile Osthus β†’ https://addtocart.com.au/add-to-cart/click-your-own-links-humiis-mareile-osthus-on-the-cx-basics-retailers-miss-681/ πŸ‘€ Mareile Osthus β†’ https://www.linkedin.com/in/mareile-osthus-2abb849b/ πŸ‘€ Nathan Bush β†’ https://au.linkedin.com/in/nathbush πŸ” Explore Humii β†’ https://www.humii.co/ πŸ“Š See the Online CX Index β†’ https://insideretail.com.au/online-cx-index πŸŽ™οΈ Want to be a guest or sponsor on Add To Cart? β†’ https://www.addtocart.com.au/contact πŸ“© Sign up for the free Add To Cart newsletter β†’ https://newsletter.addtocart.com.au/subscribe πŸ’¬ Join the Add To Cart Community β†’ https://community.addtocart.com.au/feed 4:13 Your AI Chatbot Is Losing You Customers | Humii

Your AI Chatbot Is Losing You Customers | Humii

If you're always on sale, why would anyone pay full price? 0:53 If you're always on sale, why would anyone pay full price?

If you're always on sale, why would anyone pay full price?

Want a Black Friday offer that doesn't cut your price? Give something instead 🎁 Sylvie Wilson analysed a year of carts at Unicorn Cart. Carts with a gift with purchase converted 23.7% higher. How to set one up that works is in our free Black Friday deck. Link in bio πŸ”— 0:36 Want a Black Friday offer that doesn't cut your price? Give something instead 🎁

Want a Black Friday offer that doesn't cut your price? Give something instead 🎁

Adults are scared to be bad at new things. So she made kits you can't fail. 0:57 Adults are scared to be bad at new things. So she made kits you can't fail.

Adults are scared to be bad at new things. So she made kits you can't fail.

Playbook Β· Ep 680 Β· Fri 6 Nov Β· 20 min

How to Make Your Affiliate Programme Profitable

An affiliate programme that pays partners who didn't create the sale is one you can't afford to grow. Here's how to find the leak, set rates for the value each partner brings in, and check the growth is real.

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Nathan Bush
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Nathan Bush

I've run ecommerce inside a big retailer, advised the brands you buy from, and interviewed more than 600 operators about what actually worked.

The show is the conversation I wanted when I was in the job and couldn't find anyone to ask.

Super Retail Group Β· Board member, Birdsnest Β· Chair, Thread Together tech advisory board

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