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8 Questions with Heyday’s Head of Customer Success, Nathaly Brosseau
By
 — January 11, 2021

As Head of Customer Success at Heyday, Nathaly Brosseau, keeps a razor-sharp focus on one thing: ensuring our clients have everything they need to be — you guessed it — successful. 

Success is measured in different ways for clients here at Heyday, whether we’re working with an enterprise retailer with stores across the globe, or a medium-sized business that sells products in grocery stores and direct-to-consumer via their ecommerce site. Nathaly’s client portfolio is highly diverse, meaning she has a deep toolbox of retail knowledge that she’s ready to leverage at every meeting. 

Here, Nathaly outlines how she got to where she is today, what success measurement means for her, and why she’s so proud of her resilient clients in 2020. 

1. How did you end up in this role? Can you tell me about your career trajectory? 

Since I started my career, I’ve always been in customer-facing roles. I’ve worked for large companies such as Transcontinental, and I also worked in the fast-paced, always-exciting agency world. 

Working at an agency was incredible. Being a part of the creative process for clients helps foster strong problem-solving skills, and you need to deeply understand the needs of your clients to ensure the best possible output. 

My most recent experience has been at tech companies focused on retail SaaS — which I’m very passionate about. 

Retail is a landscape that’s constantly changing, so I can really flex those creative problem-solving muscles. When I combine that with working directly with clients and seeing their ideas come to life through strategies that really work, it’s the perfect combination for me. 

2. Can you tell me a bit about your early career learnings? What’s an important lesson you learned about being on the frontlines of customer service? 

The value of truly listening cannot be understated. 

Active listening takes work and practice, but the results it yields are worth it: not only will your clients feel heard and understood, but through better listening tactics, you can implement strategies that actually fit their needs. I always make an effort to relate and empathize. 

Immediacy is important too, I want my clients to know that Heyday is well aware that retail never sleeps — and we’re always in their corner. 

3. You work with a variety of clients and manage our entire Customer Success squad! Can you tell me a bit about what your day-to-day is like? 

Every day is unique, and I wouldn’t have it any other way. 

Different verticals have different needs at different times of year. For example, our apparel clients are going through insane surges right now with holiday shopping, whereas some of our clients in food and beverage — especially those focused on health and wellness — are ramping up for a very busy January. 

I’m also focused on constantly optimizing our team’s processes and ensuring customer feedback is a key determining factor for our product roadmap and the overall Heyday experience. 

4. You get to experience the wins of our customers first-hand. What moments make you especially happy and proud? 

This is closely related to my previous point on active listening: I love when we learn about a problem, implement a solution that wasn’t necessarily considered before, and watch the clients’ day-to-day significantly improve as a result.  

I love when we learn about a problem, implement a solution that wasn’t necessarily considered before, and watch the clients’ day-to-day significantly improve as a result.  

We can see improvements come to life in the hard facts like how much time they’ve saved on a weekly basis, and how much they’ve improved their CSAT score, or the overall ROI they get from using our solution. 

But receiving the qualitative feedback on how much order tracking automation is keeping a struggling support team afloat, or hearing that our AI product search helped an ecommerce team unlock more sales than they thought was possible via that channel, is incredibly rewarding.

5. The retail and ecommerce landscape has changed immensely over the past year. When clients ask you how they should prepare for the future, what do you say? 

Retailers today need to set themselves up with a foundation that allows them to be highly reactive and agile in the face of change. 

At the outset of the pandemic, we changed flowscripts and implemented responses to FAQs around curbside pickup, opening hours, delivery policies, mask-wearing… to name a few! 

Those who already had Heyday in place were able to adapt faster, and ensure a smooth customer experience relatively immediately. 

Retailers today need to set themselves up with a foundation that allows them to be highly reactive and agile in the face of change. 

Looking ahead, automating any of the low-hanging fruit — like order tracking and FAQs — will keep your all-star support team focused on key support issues and high-value potential purchases. I think leveraging AI to help their support teams focus on where they’ll have the biggest impact will be key for merchants moving forward. 

We’re seeing clients think outside the box and totally reevaluate how their physical locations fit into their customer journey. Major retailers are now using their stores as showrooms and leveraging ecomm as their core channel for sales and support. I expect other leading brands will follow suit. 

6. You mentioned that you’ve worked in the retail SAAS space for quite some time. What’s something new you learned about this ever-so-interesting industry during the pandemic? 

The resiliency of our clients has been second-to-none. 

I watched retailers transform their entire business structure almost overnight. They rallied their teams to become support gurus and remote selling experts, and were laser-focused on providing an exceptional, personalized customer experience, even in the toughest of times. 

Major retailers are now using their stores as showrooms and leveraging ecomm as their core channel for sales and support. I expect other leading brands will follow suit. 

Our clients have been flexible and adaptable, and they’ve discovered how automation and AI can lead to both happier internal teams and customers. 

It’s definitely been a challenging year for all, but watching our clients thrive even in the toughest of times has been rewarding. 

7. It’s hard to play favourites…but let’s do it anyway! What’s your favourite feature on the Heyday platform? 

As an avid online shopper myself – I have to say that our order tracking feature is something I love. 

As a consumer, I like to have total transparency when I’m trying to see where my package is. With Heyday, shoppers just need to add their email address right in the merchant’s chat and they’ll get real-time updates. I love how seamless and simple it is. 

8. What advice do you have for someone starting their career in customer success? 

Listening is everything! 

I preach this to our clients as well. Whether you’re chatting with someone via Facebook Messenger or you’re on a call, ensuring you take the time to fully understand and empathize with the person on the other side of the conversation is key. If you always put yourself in your customers’ shoes, they’ll value their experience with your brand much more. 

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