At A Glance

Brandol Guerra is the associate director of ReBag, a luxury resale brand that offers high end products to an international audience. With a strict vetting process, ReBag ensures that they offer their customers only the best in luxury products. And Brandol Guerra ensures that customers enjoy the entire process of working with ReBag, not just the product they receive, but every step along the way. 

Who is Brandol?

Brandol Guerra is the associate director of ReBag!

About ReBag

ReBag was founded in 2014, creating a resale platform for luxury products, including watches, handbags, fine jewelry, and so much more. The company focuses on what they consider ‘investment-worthy’ products and makes it simple for interested parties to buy and sell through their platform, making sure that luxury goods are within reach for anyone who wants them. 

With their high-quality expert vetting process, ReBag ensures that all of their products are exactly what they’re claimed to be. From Louis Vuitton and Chanel to Cartier and Rolex, ReBag provides only the best. 

Brandol’s CX Journey

Brandol has actually had a long and interesting run throughout companies like Airbnb, AT&T, Uber, and more, and he’s worked his way through every level of the customer service experience. Starting as a customer service rep, Brandol continued his upward trajectory within the field, but ReBag is his first venture into the luxury space. It’s a completely different experience, and one that he’s been thriving in for almost 3 years. 

The reason? Customer service and customer experience gives him the opportunity to make a difference in someone’s life and make sure that they have the best possible experience. In fact, Brandol believes that his job is to make sure to elevate and provide a premium service to customers and to make sure each customer remembers the good. 

The CX Team at ReBag

Remote customer service is becoming the norm, and that’s true at ReBag as well. In fact, ReBag’s multi-cultural customer service team is entirely remote, which provides the company with something they can’t get any other way, a range of different perspectives to continue building the brand. 

To Brandol, it’s important to have a customer service team that represents this level of diversity, with different backgrounds and areas of focus. It gives them the opportunity to address the challenges that different geographies face head on. But there’s a downside to having a customer service team that’s so remote, keeping everyone on the same page.

Making sure that everyone stays focused on the mission and the goals of the company is essential to overall success, and it requires people that can stay motivated and keep the rest of the team motivated as well. 

Another difficulty can be the very thing that makes having such a diverse team exciting, the fact that cultural differences can mean differences in perspective and opinion overall. When you harness those differences in the best possible ways, however, it can lead to life lessons and new ways to understand people who are different from yourself. That’s where the true growth can come from. 

Adding to the Team

When it comes to adding new people to the ReBag customer service team, Brandol has a few important qualities that he looks for. Namely, they must be a cultural fit, meaning that they have to fit into the style of business that you’re trying to create and the team that’s already been created. 

Next, it’s essential that they’re engaged in what they’re going to be doing and that they’re excited to make a difference within the company and with the customers. A new agent who isn’t engaged and isn’t actually interested in helping support the company is going to be a detriment to the company, while someone who is actively engaged will be an asset moving forward.

Add in the ability to execute on new plans and ideas and you’ll have a team member who knows how to really be part of the team and enhance the overall mission. 

CX Team Success Factors

Creating a customer experience team is only the first step. The most important step is making sure that the team you’ve created can handle anything that gets thrown their way. In order to create a high functioning team that provides exactly what the customer is looking for, Brandol looks for the ability to follow up efficiently and just how long it takes to complete tasks. He also wants to ensure that his team is realistic about what they can and can’t do and when they can do it. 

By following through on these philosophies it’s possible to build trust and healthy relationships with customers that will last long after the initial contact. And in order to continue improving and fostering innovation, what is Brandol doing? He’s embracing the future wholeheartedly, including AI.

As far as Brandol is concerned, there’s a whole lot that AI can do to improve the customer service space, including making the rest of the CX team even more efficient. How? Because AI can take care of the routine questions or concerns that customers have, leaving human customer experience personnel to handle more detailed concerns and to provide the personalized element. By making sure his people are capable of using AI to its fullest, Brandol believes he’ll be doing a great service to the company and its customers. 

Building Revenue in the Customer Experience Space

A positive customer experience is essential to not only draw in customers but to keep them coming back and Brandol understands that. Because the customer service experience doesn’t end when you’ve sold someone a product. In fact, it never truly ends. And by creating an experience that is proactive, positive, and aware of the customers’ needs and interests? It’s possible to build those kinds of never-ending experiences.

That’s why, when customer contact dies down, Brandol sees it as an opportunity. An opportunity to prepare for the coming influx, and also a time to reach out to current customers and discover their needs. Taking the time to invest in current customers, to understand them, to help them even before they need it, creates a loyal and invested customer every time. 

The Future of Customer Experience and AI

So what does the future look like in the customer experience space? It looks like AI. And not just a little bit of AI, but as much AI as possible. 

Brandol believes that AI is going to turn into the first level of support for customer service teams, with the human element and intervention coming in at level two. That way, customer problems or concerns can be handled quickly and efficiently. But it requires some advanced training on the part of the team.

In order for AI to actually be the asset that he expects it will require extensive training to ensure that it meets customer needs and can respond in an authentic voice for the company. From there, the use of AI actually benefits everyone by freeing up customer service agents to handle more complex claims and to specialize.

When AI is handling the minor things, customer service agents can focus on specific areas of the business that they’re best at and that allows them to provide even better-quality service to customers every time. And that’s Brandol’s goal for his team. 

For himself, the goal is to make sure that he gets to know his team as well as possible, making sure each of them achieve their full potential. As the leader of the team, Brandol is there to help and support the team in achieving their personal goals as well, and that means making sure he’s always giving his best as well.