The Power of Data in Customer Support: Insights from OLX Group's Chief Customer Officer Igor

In this episode, Igor shares his journey of becoming a CCO and the challenges he faced while working with a large organization. Here are three key takeaways from the episode:

1️⃣ Sales and support teams are vital for business success: While sales focuses on driving revenue, support plays a crucial role in customer retention and garnering positive reviews. Communication and collaboration between these two teams are essential for a seamless customer experience.

2️⃣ Importance of local presence: In regions where OLX operates, they prioritize having local teams for customer support and sales. By understanding the local market and building relationships with customers, OLX can provide a personalized touch that global giants might struggle to achieve.

3️⃣ Data visibility empowers support teams: Igor emphasizes the significance of having complete customer information at the support team's fingertips. With real-time access to customer data, support agents can anticipate customer needs, improve productivity, and even automate certain processes.

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