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The Twenty-Minute Moat - A Verloop.io Podcast
27 minutes | Dec 14, 2021
Why Humanising the Digital is Crucial in Customer Support - Dipu K V, Bajaj Allianz
Dipu K V is the President - Head Operations & Customer Service at Bajaj Allianz General Insurance. He is a global award-winning digital transformation and innovation leader and drives digital transformation, innovation & industry leadership at Bajaj Allianz leading a team of over 1600 people in 170 locations, leveraging fintech / insurtech start-ups globally. Prior to insurance, he worked at GE Capital for 20 years, fusing digital transformation & 6 sigma to redesign business models.We cover:What are the biggest customer support challenges you’ve faced?What is the organisation structure for customer support?How do you track the effectiveness of customer support?How have your support teams grown and evolved in the last few years?How has conversational AI helped enhance the quality of customer support?
27 minutes | Dec 1, 2021
How Chatbots Complement Customer Service to Deliver Delightful Experiences - Darshan Bathija, Vauld
Darshan Bathija is the co-founder and CEO of Vauld (previously Bank of Hodlers), with a mission to transition the world to decentralised money. Vauld works to build a banking system that is more swift, secure, and decentralized than traditional banks and is built on permissionless blockchains. Prior to his current role, he was the Head of Partnerships at TapChief (acquired by Unacademy).We coverWhat have been the biggest customer support challenges for VauldHow to measure customer support effectivenessHow has customer support at Vauld grownBest practices to follow in customer support
22 minutes | Nov 24, 2021
Why Standardising Customer Service Quality at Scale is Key - Manisha Seewal
Manisha Seewal was the Chief Marketing Officer of Southeast Asia’s first Unicorn car marketplace - CARRO. Currently, she is the CMO of Gumtree Australia and leads efforts in building the brand as a leading destination for buyers and sellers in the automotive market in Australia through CarsGuide and Autotrader.Manisha is a leader in the Digital Transformation space and has led several “Singapore’s first” digital transformation initiatives, which includes Singapore’s first “Netflix for Cars”- a car subscription-based service, Singapore’s first ChatBot from a life insurer and Singapore's first Pay-as-you-drive insurance. Manisha is listed amongst one of the world’s 100 Most Influential Chief Marketing Officers and Top 50 Women leaders in Asia.We cover: How has the customer support space evolved over the yearsUnderstanding customer support at CarroHow to measure effectiveness in customer support What channels do customers prefer when interacting with brands Where the customer support industry is headed in the next 3 years
20 minutes | Nov 11, 2021
How to Build Delightful Customer Experiences - Fasih Abbas, Cashfree (Part 2)
Fasih Abbas heads the Customer Success team of Cashfree and has an overall experience of 19 years managing businesses, people and growing them exponentially. He has over 10 years of CS leadership experience working with many of India’s largest e-commerce and Fintech brands. We cover: Tracking the effectiveness of customer support How the customer support space evolved in the past year Best practices for delightful customer experiences Is there a need to reimagine customer support
17 minutes | Nov 11, 2021
Navigating Customer Support Challenges in Fintech - Fasih Abbas, Cashfree (Part 1)
Fasih Abbas heads the Customer Success team of Cashfree and has an overall experience of 19 years managing businesses, people and growing them exponentially. He has over 10 years of CS leadership experience working with many of India’s largest e-commerce and Fintech brands. We cover: Understanding support at Cashfree The Fin-tech boom and how has customer support scaled Impact of the pandemic on the Fin-tech space How has Cashfree’s customer support infrastructure adapted to these changes
16 minutes | Oct 21, 2021
Why WhatsApp Continues to be a Key Customer Service Channel - Sunil Wankhade, Evergreen Community (Seniority)
Sunil Wakhade heads Customer Service at Evergreen Community & Seniority and has had over 16 years of Service Delivery, Operations Management, and Contact Center Management experience. During the course of his career, he has shown remarkable proficiency in transitioning and managing Customer Experience / Customer Service operations for start-up’s as well as well-established organizations.We cover: How was customer support at Seniority evolvedMetrics that need to be tracked to gauge customer support quality How are customer’s support needs evolvingIs there still a bias against automation in customer support
14 minutes | Oct 7, 2021
Personalisation at Scale in Customer Support - Arun Jagannathan, CrackVerbal
Arun Jagannathan, over the past decade, has worn multiple hats as a tutor, an entrepreneur, and a technology manager. He started his career as a techie moving into a project management role before plunging full-time into entrepreneurship in 2011 when he co-founded CrackVerbal - currently India's leading GMAT test prep and MBA Applications Consulting company. "English for India" is his second entrepreneurial venture, in which he helps companies meet their business outcomes through better employee communication. Arun likes to read online on digital marketing and productivity. He also mentored some startups on a pro bono basis. We cover: How crucial is customer support at CrackVerbal?What impact did the pandemic have on customer support?How has customer support as a space evolved?What channels do customers prefer interacting with brands?Impact of conversational AI on customer support
24 minutes | Sep 22, 2021
From Proactive to Predictive Customer Support - Danish Muti, Scaler Academy
Danish Muti has been in the HR-tech and Ed-tech space and has worked on setting up teams and defining more efficient processes. Being in the start-up space, he has experience in 0 to 10x and 10x to 100x journeys. Currently, he works at Scaler as Head of Customer Success and delivery. He has built the Customer success team from scratch and implemented more efficient processes to keep up with that 10x pace and go past some of the key metrics.We cover: Understanding Scaler Academy’s customer support operationsHow to measure customer support effectivenessWhat channels do customers prefer when it comes to supportWas the pandemic the catalyst that led to more innovation in supportHow has AI enhanced the quality of customer support
22 minutes | Sep 8, 2021
Why the Future of Customer Support is Omnichannel - Sameer Nagpal, WazirX
Sameer Nagpal is a strategy and operations leader in the servicing industry with over 13 years of experience in building high performing servicing teams with different organizations. He leads Customer Service at WazirX, India’s largest cryptocurrency exchange focused on simplifying the crypto experience for the people of India.We cover: What does customer support at WazirX look like?How do measure customer support effectiveness?How has customer support evolved in the past few years?What channels do your users prefer?What impact has AI and automation had on the support space?
23 minutes | Aug 25, 2021
Why Proactive Customer Support is Key – Ajith Singh, CaratLane
Ajith Singh heads the Product team at Caratlane - A Tanishq Partnership. With over 12 years of experience across building consumer products, scalable business platforms and solution selling of IT services, he has been part of Caratlane since it was a startup to becoming India's largest omnichannel jewellery retail brand. Prior to his role at Caratlane, Ajith worked with companies like Microland, CSC and IBM in providing B2B solutions to large clients.We cover:How do you build delightful customer support Has the buying behaviour of consumers changedIs there a need to reimagine customer support What impact did the pandemic have on customer support operations What are the best practices in customer support?
22 minutes | Aug 12, 2021
Building stellar customer experiences at scale - Sreejit Nair, Licious
Sreejit Nair leads product building for Customer Experience at Licious. and is focused on building meatier experiences for their customers by stepping up online and offline capabilities for the organisation. In this episode, we talk to Sreejit about the components of delivering stellar experiences at scale and what it means to be customer-centric in a post-pandemic world.
18 minutes | Jul 28, 2021
Why emotional intelligence and empathy leads the way for customer support - Athira S.M, Milaap
In this episode of the Twenty Minute Moat podcast by Verloop.io Siddharth Sharma is in conversation with Athira S M, Head of Customer Experience at Milaap. The conversation deep dives into how conversational AI and automation is helping the customer support space, the major challenges faced in the industry and what the future looks like for customer support.We cover:What customer support looks like at MilaapHow customer support will evolve in the coming yearsIs there a need to reimagine customer support Adoption of technologies like automation and Conversational AI For more conversations on all things customer support, do check the previous episodes of the Twenty Minute Moat https://verloop.io/podcasts/
14 minutes | Jul 14, 2021
How COVID-19 exposed a plethora of customer support opportunities - Sumitra Patnaik, OLX India
In this episode of the Twenty Minute Moat podcast by Verloop.io Siddharth Sharma is in conversation with Sumitra Patnaik, Head of Customer Support at OLX India. The conversation deep dives into how the traditional customer support space is evolving, the challenges faced in the past few years and how the pandemic uncovered opportunities to innovate when it comes to delivering a delightful support experience.We cover:What customer support looks like at OLX IndiaHow customer support will evolve in the coming yearsThe impact of the pandemic on customer support The role automation and Conversational AI play in customer support industryFor more conversations on all things customer support, do check the previous episodes of the Twenty Minute Moat https://verloop.io/podcasts/
21 minutes | Feb 19, 2021
Flock, Hiring and B2B SaaS Support Automation - Shourya Saha
Shourya Saha is a customer support savant. He is currently the Head of Customer Support for Flock, a real-time messaging and collaboration platform that boasts over 30,000 companies as its clients. With nearly 20 years of experience, Shourya drops some knowledge bombs in today's episode as we ask him about Slack, COVID-19, and his go-to hiring tips that he's learned.
20 minutes | Feb 9, 2021
The Importance of Support in Early Stage Startups, India and Amazon - Siraj Uddin
Siraj Uddin has built and led customer support teams at some of India’s most valuable companies - like Flipkart, PayTM and Blackbuck. He's now the Head of Customer Experience at Transak, an early stage crypto payment gateway based out of London. We talk to Siraj about the importance of customer support in early-stage startups, how he built support for Indian masses and the challenges of providing excellent support at scale.
20 minutes | Jan 21, 2021
Non Tech PMs, COVID-19 and Support that Scales - Tejas Vyas (Part 2)
Part 2 of our episode with Tejas Vyas is here! Tejas Vyas is the Head of Product and Design for BigBasket, India's leading online grocery store. After the lockdown in March, BigBasket lost almost 80% of its workforce as their delivery personnel rushed back home - while their daily active user base increased almost 10x overnight. Tejas talks to us about the advice he has for non-technical Product Managers, who his favourite people in the industry are, what metrics he tracks for a billion-dollar company and the role that support plays in BigBasket.
19 minutes | Dec 22, 2020
BigBasket, Bridge Leadership and how to be a CPO for a Unicorn - Tejas Vyas (Part 1)
Tejas Vyas is the Head of Product and Design for BigBasket, India's leading online grocery store. After the lockdown in March, BigBasket lost almost 80% of its workforce as their delivery personnel rushed back home - while their daily active user base increased almost 10x overnight. In the first of this two-part episode, we speak to the man at the helm, literal-computer-scientist, Tejas Vyas about his life, learnings, and how he hires excellence through his personal model of Product Leadership.
18 minutes | Nov 18, 2020
Furniture, WFH and How Customer Support Defines Organizations - Sandeep Jindal
Sandeep Jindal heads Customer Support for an category-creating company valued at $120 million. Furlenco now has 40,000+ active subscribers across the country and serves lakhs for customers with a product that didn't really exist before they came along. This brings a range of new and exciting customer support challenges, that Sandeep faced, both personally and professionally.
22 minutes | Nov 18, 2020
Geopolitics, Partnerships, and Travel in the age of COVID-19 - Joy Ghose
Joy Ghose is one of our favorite guests. The always-cheerful, VP of Partnerships, Headout is about as well-travelled as they come. Today, he joins us to talk about the challenges of working at a hyper-growth startup, who he looks up to, and the elephant in the room - COVID-19. The pandemic battered travel and companies in the space, Headout included. Joy tells us about how the Headout team maneuvered through the roadblocks and stayed afloat - from launching new products to innovating customer support.
20 minutes | Nov 18, 2020
Yoga, Payments and Why India Will Prosper Post Pandemic - Pratyush Prasanna
Pratyush Prasanna is the Head of Merchant Payments at GoJek - the Indonesian startup valued at nearly $10 billion. He joins us to talk about his life, work and how he's made a mark in the tech world. Pratyush was born in the small Indian town of Bhubaneswar, Odisha. After graduating from IIT Kharagpur and IIM Calcutta, Pratyush kicked off a professional career that saw him found several startups, take up leadership roles in companies like PayTM and Poynt and eventually work at GoJek, where he takes care of, amongst other things, GoJek's 300,000 merchants and an annualised gross transaction value of over $6 billion.
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