{"podcast":{"title":"eCommerce MasterPlan","slug":"ecommerce-masterplan-412804","podcast_index_feed_id":412804,"rss_url":"https://feeds.redcircle.com/a404370f-d5ea-48ad-8655-f6b7d89a91a6","website_url":"https://redcircle.com/shows/ecommerce-masterplan","image_url":"https://media.redcircle.com/images/2025/8/6/9/6defeee5-8bb6-4192-9512-4dadbbbc92f6_3JtG7NJV6xGsCmJUtT-oQ28P.png","author":"Chloë Thomas","episode_count":635,"summary":"Trying to work out how to acquire more customers? Need to improve customer retention? Or just looking for some reassurance you’re on the right track? That’s what the eCommerce MasterPlan is here for. Every week we interview an e-Commerce business person (owner, manager or marketer) with a fascinating insight into successful online retailing. Their business might be a UK mail order retailer, an online-only store from Australia, or a brick and clicks business from the USA – but every one of them is doing something we can all learn from. Many of our guests are using Shopify & Klaviyo, but we also have guests using Wix, Bigcommerce, Woocommerce, Omnisend and Magento. So you're sure to find an episode that directly helps YOU. Listen for advice on what to do next, the reassurance you’re heading in the right direction and all the inspiration you need to grow your eCommerce business without losing your life in the process!","last_synced_at":"2026-07-20T04:20:57.014322+00:00","page_url":"https://stenobird.com/podcast/ecommerce-masterplan-412804"},"episode":{"title":"Driving Profits Through Customer Service with eDesk’s Gareth Cummings","slug":"driving-profits-through-customer-service-with-edesk-s-gareth-cummings","published_at":"2026-02-16T00:15:43+00:00","page_url":"https://stenobird.com/podcast/ecommerce-masterplan-412804/driving-profits-through-customer-service-with-edesk-s-gareth-cummings","show_page_url":"https://stenobird.com/podcast/ecommerce-masterplan-412804","url":"https://ecommercemasterplan.com/edesk-customer-service-gareth-cummings-podcast/","audio_url":"https://pdst.fm/e/audio4.redcircle.com/episodes/d20a16bd-c735-4ae8-a9ae-281aaa9357b7/stream.mp3","summary":"Gareth Cummings is the CEO at eDesk, the AI powered customer support helpdesk for eCommerce. Used by eCommerce stores around the world, their client CarParts.com has just been named in USA Today’s list of America’s Best Customer Service 2026. In this episode, Gareth explains how eCommerce brands can use customer service, AI, and automation to increase conversion rates, improve retention, and turn support teams into profit-driving growth engines. Hit PLAY to hear: How faster replies can lift conversion rates by 50–60% ⚡ Why 30–40% of customer service queries happen before checkout 🛒 The real reason 9–5 support is killing your evening and weekend sales 🌙 How AI can handle half your support tickets without hurting CX 🤖 Where customer service hides revenue leaks, return drivers, and product issues 🔍 How top eCommerce brands turn support teams into profit creators, not cost centers 💰 Key timestamps to dive straight in: [03:25] \"From Customer Service to CTO\" [07:08] Pre-Sales Engagement Trends Expand [12:31] \"AI, Automation, and Customer Focus\" [13:11] Customer Loyalty Flywheel Impact [16:28] \"Prioritizing Customer Experience Transformation\" [20:41] \"Automating and Enhancing Customer Support\" [22:40] \"Customer Service Empathy Practice\" [24:19] Listen to Gareth’s Top Tips! [29:33] Episode sponsored by eDesk. To learn more, visit eDesk.com Full episode notes here: https://ecmp.info/582 Episode sponsored by eDesk. To learn more, visit eDesk.com --- Download our ebook... https://ecmp.info/ebook 500 Tips to Increase Your Profits Get all the links and resources we mention and join our email list at https://ecmp.info Love the show? Chloe would love your feedback - leave a review here: https://ecmp.info/review or reply to the episode QandA on Spotify. Interested in being a Sponsor?…","meta_description":"Gareth Cummings is the CEO at eDesk, the AI powered customer support helpdesk for eCommerce. Used by eCommerce stores around the world, their client CarPa…","key_points":[],"chapters":[],"topics":[],"duration_seconds":1941,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/ecommerce-masterplan-412804/episodes/driving-profits-through-customer-service-with-edesk-s-gareth-cummings/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/ecommerce-masterplan-412804/driving-profits-through-customer-service-with-edesk-s-gareth-cummings.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}