The Twenty-Minute Moat - A Verloop.io Podcast

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 cover

• What have been the biggest customer support challenges for Vauld
• How to measure customer support effectiveness
• How has customer support at Vauld grown
• Best practices to follow in customer support 

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 years
• Understanding customer support at Carro
• How 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

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 

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 

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 evolved
• Metrics that need to be tracked to gauge customer support quality 
• How are customer’s support needs evolving
• Is there still a bias against automation in customer support 

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

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 operations
• How to measure customer support effectiveness
• What channels do customers prefer when it comes to support
• Was the pandemic the catalyst that led to more innovation in support
• How has AI enhanced the quality of customer support

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?

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 changed
• Is 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?

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.