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How to Elevate Customer Service for Ecommerce Brands with Michael Potters of Gorgias

Google Podcast

Michael Potters is the Enterprise Partner Manager at Gorgias, a multichannel helpdesk for e-commerce brands. Gorgias empowers over 7,000 businesses with better customer service on platforms like Shopify and Magento.


Before Gorgias, Michael was the Co-founder and CEO of Parachute Coffee, a coffee subscription service that was acquired by LeJeune Brands in 2020. Outside of work, Michael volunteers at King’s University College as an Alumni Association Board Member, leading the outreach and coordination for the Toronto Alumni Chapter.

Michael Potters

Here’s a glimpse of what you’ll learn:

  • Michael Potters discusses the challenges of generating customers for a subscription model versus a single purchase
  • Crafting a multichannel strategy to acquire customers
  • How Michael secured funding for his business
  • What are the best ways to improve the customer experience as an e-commerce brand?
  • The benefits of Gorgias and how the company improves customer support for businesses
  • Michael talks about SMS marketing and making the most out of your customer feedback
  • Limiting your amount of SKUs for a better customer experience
  • Michael shares his advice for new e-commerce brands and reveals common mistakes to avoid
  • The unexpected difficulties of exiting a business

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In this episode of the Ecommerce Wizards Podcast

How important is customer support for your brand? After all, many customers are able to go through the purchasing process without ever needing customer service. This has led to many smaller brands cutting corners on the backend at the cost of the customer experience. While strategies like this may work in the short term, they can leave some customers feeling frustrated and ignored. As Michael Potters says, if you want to create lifetime customers, you need better customer support.


Few people understand the importance of the customer experience like Michael. He has seen the benefit from both sides — as an entrepreneur and as the Enterprise Partner Manager at Gorgias, which offers a powerful helpdesk for e-commerce brands. Having held these different roles, Michael has a holistic view of how to acquire and keep customers. Now, he’s here to share that viewpoint with you.


On this episode of the Ecommerce Wizards Podcast, Guillaume Le Tual hosts Michael Potters, the Enterprise Partner Manager at Gorgias, to talk about improving customer service and support as an e-commerce brand. Michael talks about his startup, Parachute Coffee, and how it was able to grow in a competitive market. He also discusses topics like SMS marketing, limiting your product selection, and how to properly exit a business. Stay tuned.

Resources Mentioned in this episode

Sponsor for this episode...

This episode is brought to you by MageMontreal.


MageMontreal is a Magento-certified ecommerce agency based in Montreal, Canada. MageMontreal specializes in and works exclusively with the Adobe Magento ecommerce platform, and is among only a handful of certified Adobe Magento companies in Canada.


Why Magento? Mage Montreal whole-heartedly believes that Magento is the best open source ecommerce platform on the market–whether you are looking to tweak your current website or build an entirely new website from scratch.


MageMontreal offers a wide range of services, including Magento website design and development, Magento maintenance and support, integration of Magento with third party softwares, and so much more! They have been creating and maintaining top-notch ecommerce stores for over a decade–so you know you can trust their robust expertise, involved support, and efficient methodology.


So, if your business wants to create a powerful ecommerce store that will boost sales, move dormant inventory to free up cash reserves, or automate business processes to gain efficiency and reduce human processing errors, MageMontreal is here to help!


What are you waiting for? Contact MageMontreal today! Visit magemontreal.com or call 450.628.0690 to chat with the MageMontreal team about creating your dream ecommerce store and transforming your business.

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