‍Who is Angela Dalmau?

Meet Angela Dalmau, CX Manager and AI Optimization Specialist of Primally Pure! 

About Primally Pure

Primally Pure is a natural skincare line that specializes in not only 100% natural products but also non-toxic ones. All of their products, including body butters, deodorants, body oils, hair products, lip products, and even home products, are naturally derived from animal and plant ingredients to create healthy products that are safe for the environment and your skin.

Angela’s CX Journey

Angela’s introduction to the CX industry was actually a complete accident according to her own version of events. But maybe that’s not the entire story. Because even Angela says that she knew she was good with people when she first graduated at 18. And that’s the first step in customer service, right? Other skills, like a desire to help people and a knack for solving problems were also right in her repertoire, which only enhances her abilities in the CX space. 

Starting at 18, Angela jumped into the world of customer service, starting with California Optical and moving on to customer service and systems positions in a variety of different major companies, including Zulily and HSN. Those experiences helped pave the way to her current position with Primally Pure. 

The blend of customer experience and the differences from day-to-day and the systems focus and data that she gets from her role allow her to really thrive and to give the best of her own experiences to their customers. 

But what really excites her about the whole experience? The fact that every day is different and the beautiful chaos that creates. 

The CX Team at Primally Pure

What does customer experience look like a Primally Pure? It looks a lot larger than it actually is. That’s because the team consists of three agents, a supervisor and a manager, but they operate on a standard hierarchy. AI support is the first level, with agents handling level two, supervisors to take care of level three, and a manager that handles level four escalations. And Angela herself as a last line. 

Another aspect that’s perhaps not so strange in the era of digital everything is the fact that the entire team is remote. But that’s only when it comes to where they choose to log on, because Angela prides herself on having a team that’s open in terms of communication and consistent in terms of execution. Not only that, but she also knows that the most important thing is to get everyone on the team involved in the vision. 

Creating the Team Vision

For Angela, creating an overall vision for the team is the most important step. And that means making sure everyone understands the ‘why’ behind every change. Making sure they’re kept informed and definitely making sure to follow up along the way. It’s all part of her communication plan and the way Primally Pure continues to grow, with a stellar team to make it all possible. 

Of course, that means occasionally looking for new people, and what’s most important in a company that prides itself on innovation and communication? Empathy and understanding for the customer. 

Angela is always on the lookout for someone who remembers the experience of receiving good customer service and who brings the same level of energy to helping others that they would want for themselves. Someone who is naturally positive and will add to the culture of communication and growth. 

The changing world of AI

For Angela, AI is a useful tool that creates entirely new and better experiences within the customer service space. In fact, she’s looking to increase the use of AI automation as much as possible within Primally Pure because it allows customers to get the service they’re looking for as quickly as possible. 

When services like checking orders and making changes to their accounts can be done through an AI bot or automated service it makes things easier and faster for the customer, but that’s only the start. Angela knows that the customer’s time is one of the most important things to them and that means looking for ways to cut down on the amount of time it takes to get the help they need.

There’s a time and a place for every tool, and when it comes to AI, she’s looking for a way to create a seamless experience for every customer as long as it’s possible to use without losing the true voice of the company. That human component is still important, even when AI is the first line of support. 

Being top of your game

What makes for a great CX leader? It’s not just the age-old adage of treating people the way you want to be treated, though Angela acknowledges that it’s good advice. It’s about going beyond that and actually providing respect, mutual kindness, and appreciation for your people, at all levels. 

But another aspect that makes Angela unique is that she’s not afraid to lead her people and help them reach their goals, no matter how big those goals might be. And even when those goals just might mean they want to take over her own job someday. For Angela, it’s all about making sure the team is getting the support they need, no matter what that might mean for herself. It’s all about leading them in the direction they need to go and creating pathways for success.