Decoding emerging trends to enhance customer journeys
In good times or bad times, the customer is still king. With the fiercely competitive business environment in any customer-facing sector or industry, enterprises have to think fast and think innovatively. For a while now, companies have begun adopting advanced technology tools and strategies to bring in efficiency and customization that can deliver customer delight. From integrating chatbots to smoothening the discovery to purchase journey and new customer acquisition to redefining customer engagement, automated solutions have begun to effectively take over tasks that were done by human resources, freeing up this precious talent to be used more productively.
While digital natives have begun their journeys on a foundation of technology, legacy businesses too have commenced their transition towards digital goals in recent times. The pace of these missions has accelerated during the past one and a half year, powered by the exigencies of the pandemic. As social distancing norms have changed mind sets and service and sales ecosystem dynamics, technology has played a pivotal role in helping both large and small businesses in myriad ways - from ensuring business continuity to serving customers in the new normal.
To uncover a better understanding of how technology has been reinventing customer journeys and what innovation have been driving customer acquisition in the new normal, Forbes India Insights hosted a webinar themed ‘Decoding the Future of Customer Support’. Powered by Verloop.io, a company that is passionate about building technology for customer support teams that enables them to deliver delightful support experiences, this event brought together movers and shakers from various customer-facing sectors and industries to share their insights on how technology is transforming customer support.
The panellists comprised Manan Khurma, Founder and CEO, Cuemath; Greg Moran, CEO and Co-founder, ZoomCar; Ankit Mehrotra, CEO, Dineout and Siddharth Sharma, CMO - APAC, SEA & MENA, Verloop.io. Moderated by Manu Balachandran, they shared how technology has been able to deliver greater value to the companies they represent, through various strategies, technologies and frameworks, and where they envision current trends in the customer technology space heading in these competitive and challenging times.
Greg Moran shared how ZoomCar was using technology to serve customers better. “On the physical side of the business, from the process of cleaning the cars to digital training to handle customers, ZoomCar India went through a big change,” he recounted. “Where customer support is concerned, we have built a real time feedback loop that helps the customer save cost.” He went on to highlight the importance of a real-time feedback loop that ties back into the driver’s performance and how using a gamified approach has enabled the company to keep improving its delivery.