20 episodes

The Twenty-Minute Moat - A Verloop.io Podcast talks about everything customer, support, and automation. The show interviews decision-makers at some of the most influential companies in the world to understand how they're changing the world - one ticket at a time.

The Twenty-Minute Moat - A Verloop.io Podcast Verloop.io

    • Business
    • 5.0 • 3 Ratings

The Twenty-Minute Moat - A Verloop.io Podcast talks about everything customer, support, and automation. The show interviews decision-makers at some of the most influential companies in the world to understand how they're changing the world - one ticket at a time.

    How Chatbots Complement Customer Service to Deliver Delightful Experiences - Darshan Bathija, Vauld

    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 cover
    What 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 

    • 27 min
    Why Standardising Customer Service Quality at Scale is Key - Manisha Seewal

    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

    • 22 min
    How to Build Delightful Customer Experiences - Fasih Abbas, Cashfree (Part 2)

    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 

    • 19 min
    Navigating Customer Support Challenges in Fintech - Fasih Abbas, Cashfree (Part 1)

    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 

    • 17 min
    Why WhatsApp Continues to be a Key Customer Service Channel - Sunil Wankhade, Evergreen Community (Seniority)

    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 

    • 15 min
    Personalisation at Scale in Customer Support - Arun Jagannathan, CrackVerbal

    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

    • 13 min

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