Liz Tsai

HiOperator

HiOperator is the world’s most scalable Support as a Service offering. Our proprietary tech fully integrated around your customer facing platforms and enables our 100% US-Based team of agents to work with laser precision and faster than a traditional CS agent.

Train us once and we develop everything for you: We build customized integrations for simple and complex workflows quickly and we enable your team to focus on high value customer centric activities, so you can focus on scale.

We stand by what we do: Our pay-per-ticket resolution model allows companies to adjust cost dynamically according to the ticket volume, and our contracts are month-to-month because of our confidence in being able to exceed your expectations quickly.

Member

Benevolent Technologies for Health

Co-Founder & Board Member

Smarking Inc.

Growth & Customer Success

Trafigura

Refined Metals

Impala Terminals

Business Analyst - Impala Terminals

•	Handled traffic operations for European Lead, Zinc, Tin and Nickel physical books. 
•	Worked with internal and external parties to ensure the execution of the full life cycle of a physical deal including global logistics, hedging, profit and loss issuance, pricing orders, credit exposures and risk mitigation.

Traffic Operator Nonferrous Metals

MIT Media Lab - Mediated Matter

•	Developed 4D printing for multiple material and continuous gradient applications.
•	Led research demos and brainstorm sessions with senior industry executives. 
•	Mentored 3 undergrads and co-authored 5 peer-reviewed publications

Graduate Research Assistant

MIT Bhatia Lab

Undergraduate Research Assistant

Office of Senator John Cornyn

US Senate Intern

I am the founder and CEO of HiOperator, a disruptive AI-augmented customer service solution that is transforming the way customers are cared for by businesses. 

HiOperator is a customer service-as-a-service solution that allows businesses to handle client customer service tickets faster and more accurately through the power of human and Artificial Intelligence technology. By pairing AI technology with its highly empathic, US-based customer service agents, HiOperator can resolve customer service tickets faster, more accurately, and more securely. Its services are cost-competitive, as it charges per ticket and has low monthly minimums. This also allows it to quickly scale to meet client needs during retail's busiest seasons.

A room full of 50 female tech founder CEOs.

Do you know how remarkable that sentence is?

Lighthouses like HearstLab are radically changing how women in STEM build, fund and scale their businesses. It was a humbling and fulfilling day meeting all of the other portfolio CEOs, sharing strategies and stories, and continuing to be in awe of what Eve Burton has built.

#womenintech #femalefounders #womenowned Tara English Tamara (Zubatiy) Nelson 🇺🇦 Amanda Ducach Janelle Maiocco Katie Bailey Lisa Burton O'Toole, PhD Caitlin Kelly Liz Tsai Beth Devin Karoline Hilu MD MBA 💖

I know you probably think I’ve got some sort of affiliate agreement with HiOperator or Liz Tsai , but I don’t. 

This is just what brand loyalty is. It’s raving fans telling everyone about a product or company. 

I found HiOperator years ago when I was worried a contractual agreement might force me to bring part of my support team back to the states. I met with the team and was very impressed. But, as these things sometimes go, it turns out it wasn’t a great fit and we didn’t need to bring the support function back stateside. 

Fast forward a couple of years and out of the blue the CEO and co-founder Liz Tsai reached out and let me know she would be in Utah and asked if we could meet. I love networking, so we set up a time. 

She wasn’t pushy. She didn’t try to sell me anything. She only asked one question, “What problems are you having?”  As we talked, a solution emerged that effectively changed the course of support at my company. I’d like to think our brainstorming help change the course of hers as well. Maybe that’s just me overstating my impact. Either way, it was amazing. 

Fast forward to yesterday. We don’t use they’re product at Lifeloop. It’s possible we never will. However, she wanted my opinion about their newest product. I have to tell you, it’s one of the coolest things I’ve ever seen. 

I won’t do it justice by trying to tell you everything it does, but let me say this; if you’ve ever wondered if you could measure customer sentiment or do QA for grammar, tone, correctness, and compassion on EVERY ticket in real time…wonder now more. 

Give her a call. DM her here. Check out their website. The future of support analytics is here, it’s affordable, and it’s NECESSARY. 

I’m proud to call Liz a friend and even more proud to see a successful female founder and executive in the tech space.

It’s not enough for an agent to only understand the customer’s issue, especially when interacting with a very loyal customer base. 

This concept was discussed with Michael Fulvio from SNIPES on PL-ai-N Speak.

Michael described that #CS agents need to have a complete picture of who exactly is writing in.

That means understanding:

📬 How many times the customer has written in
🔍 Did the customer have a similar problem in the past
🛒 Does the customer shop in-store or online

When an agent has the full customer picture, you can provide an #omnichannel experience that meets customers where they are

Check out all this and all of the other lessons from the episode.

[Link in Comments]

I'm chatting with Evan Kirstel B2B TechFluencer, to discuss all things #CX and #tech. 

Come learn all about everything we're building at HiOperator. This includes our new CX Empowerment Hub, HiQ, which incorporates tools HiLite, QAScout, and our brand new SuperSAT solution!

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