You’re listening to the Customer Service Secrets podcast by Kustomer.
Gabe Larsen: (00:11)
Welcome everybody to today’s broadcast. Today we’re going to be talking about a couple interesting topics, but specifically, how to manage customer delivery expectations during all of these challenging times. And to do that, we brought on Michael Miller, who’s currently the Chief Product and Strategy Vikas Bhambri the SVP of Sales and CX at Kustomer. Guys, thanks for joining. How are you?
Vikas Bhambri: (00:37)
Thanks for having us.
Michael Miller: (00:39)
Doing well. Thank you.
Gabe Larsen: (00:39)
Yeah, why don’t we just take a minute and have you guys tell us a little bit about what you do and the companies that you work for. Mike, let’s start with you.
Michael Miller: (00:49)
Sure. Hi, I’m the Chief Product and Strategy Officer at Convey. We are a delivery experience management platform, and what that means is we help some of the largest retailers in the world with a set of tools all across the buyer’s journey, all geared towards creating a better customer experience and better delivery outcomes.
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Gabe Larsen: (01:07)
Love it. Vikas, just take a second.
Vikas Bhambri: (01:10)
Sure. Vikas Bhambri, head of Sales and Customer russia phone number list Experience here at Kustomer and we are a customer service CRM platform that enables brands to engage their customers regardless of channel, with an optimal agent experience. So really excited to have this conversation today.
Gabe Larsen: (01:31)
Yeah guys, this is such a fitting conversation. Let’s start big picture, and then let’s dive into detail. Vikas maybe let’s start with you. As we see the current environment changing, what are some of the trends, challenges that customer service organizations are facing?
Vikas Bhambri: (01:47)
Well, look. We just went to something that’s never been enhancing the reliability of predictive analytics models seen before. In fact, Mike and I be numbers were talking earlier in the week and I think one thing that really resonated was Mike telling me that we are at e-commerce projections of 2022 level here in 2020 because of the accelerant called COVID-19. Right? Because all parts of the country and really across the globe, we have moved to a pure delivery model, right?
