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Customer Success - The Heart of Shopbox AI
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Customer Success - The Heart of Shopbox AI

Saanika Budhiraja
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When it comes to shopping, everyone wants a seamless experience - one where they can find what they're looking for quickly and easily, without any fuss.

And that's exactly what Shopbox AI provides.

We take customer success very seriously. In fact, it's one of our top priorities. We're not just a technology company - we're experts in retail and consumer behaviour. That's why we're excited to share this interview with our Customer Success Lead, Joaquin Degener. When Joaquin joined Shopbox AI as Customer Success Head 5 months ago, he knew he was in for a fantastic opportunity.

A passionate individual with years of experience in customer satisfaction, Joaquin has been nothing but impressed with the product, culture, and vision of Shopbox AI. We interviewed Joaquin to get insights into Shopbox AI's company culture, his time at the company so far, and why he believes that we’re changing the face of online shopping.

Up Close & Personal

Joaquin, or as we love to call him, Joaco, is originally from Uruguay but has been living in Dublin since 2019. He is an avid football player, and he pushes himself to the limit both on and off the field. Joaco's trusty side-kick, Milanesa, has helped him run the Customer Success & Onboarding team since November 2021.

When asked what excited him about joining Shopbox AI, Joaquin said he was looking forward to the challenge of building and scaling a team in a fast-growing start-up.

He was also drawn to our product because, as he put it: "I was always passionate about people, eCommerce, customer success, and technology. So a Customer Success role at Shopbox AI was a great match."

The whole Success team's passion for helping clients grow, succeed and drive more business was tremendously powerful to Joaquin. And who wouldn't want to be a part of that?

Customer-First, Technology-Second

We were curious about what Joaquin loves the most about his role at Shopbox AI.

Joaquin admitted that: "It’s challenging like any other start-up. We have to figure out processes, what works, what doesn't work, try things, fail, succeed, fail again and stand up again and try something new."

However, it's also exhilarating and empowering to know that he's playing a pivotal role in building a successful company from the ground up. He's proud to be part of a team that is constantly pushing boundaries and strives to do the right thing for our clients.

And he learns something new from his colleagues every day. Joaquin is constantly inspired by the people he works with and the progress they make every day. He is proud to be a part of a team making a difference to the online customer experience.

Not to mention that there's never a dull moment. Every day, he talks to clients about how we can help them improve their stores and customer experience. His daily conversations are always exciting and varied: he talks to multinational retailers and SMEs, and it could be with an owner or founder of a company or an eCommerce or Marketing Manager.

No matter whom he's talking to, we all share the same goal: improving their online stores so they can better serve customers.

Joaquin is genuinely making a difference in the world of online retail, and we are grateful to have him on our team. Finally, we couldn't have said it better ourselves: "We pride ourselves on being a retail-first and technology second company."

From Feedback to Reality

We were wondering which of his current projects is the most exciting, Joaquin pondered for a moment. The Customer Success & Onboarding Team constantly develops new and inventive ways to enhance the client experience.

While it was a tough choice, Joaco said: "I’ve recently been working on the ‘Client Satisfaction Survey Process’ to get feedback on onboarding. The goal is to make the onboarding experience as seamless as possible for new customers."

After all, providing an excellent customer experience is the lifeblood of any business, and it's something that we take very seriously here at Shopbox AI. The Client Satisfaction Survey process is just one example of many that will help us make the onboarding experience effortless for our clients help them grow their business and ultimately succeed in a highly competitive marketplace.

Innovative Features

When Joaquin first joined Shopbox AI, he was eager to dive into the world of AI and learn how it could be used to power eCommerce stores.

However, he was incredibly excited about the potential of our Adaptive Homepage feature. After working closely with the Development and Business teams, he had the opportunity to beta test the product. The Adaptive Homepage feature is now live on the Tony Kealys website and is already showing excellent results!

For Joaquin, this was one of the most exciting features of Shopbox: "The results have been amazing. The Homepage brings our founder’s vision for Shopbox AI alive. It is powerful to see that retailers of any size can harness the power of AI and can simply plugin the famous ‘Amazon Style Shopping experience’.’"

Ultimately, which eCommerce store doesn't want the Amazon experience for a fraction of the cost?

Over to Joaquin

It's been five months since I joined Shopbox AI as the Customer Success Lead and I'm still just as excited about the product and company culture as I was on my first day.

In that time, we've made some amazing progress towards our goal of becoming the leading platform for retail AI, and I'm proud to have been a part of it.

I truly believe that Shopbox AI has the potential to change the retail landscape for the better and I'm honoured to be leading the charge in making that happen. Thanks for following along on this journey with us and I can't wait to see what the next five months bring.


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