Top CX Challenges in B2B Marketplaces & HOW TO SOLVE THEM скачать в хорошем качестве

Top CX Challenges in B2B Marketplaces & HOW TO SOLVE THEM

In this episode of Limelight, host Aniket speaks with Neeraj Agrawal, AVP of Product at India Mart, about the evolving landscape of customer experience, particularly through the use of WhatsApp as a support channel. Neeraj shares insights from his journey, the challenges of managing a two-sided marketplace, and how AI is being leveraged to enhance customer interactions. The conversation also touches on changing customer expectations and the importance of maintaining a simple yet effective approach to customer service. Takeaways India Mart is a two-sided marketplace with a large user base. WhatsApp is used to enhance customer experience for buyers and sellers. AI plays a crucial role in understanding user intent and improving CX. The transition from traditional calling to WhatsApp has significantly improved lead generation. Customer expectations are evolving, demanding immediate and relevant support. Good customer experience leads to higher repeat purchases. Simplicity in leadership and product management is essential. Understanding customer behavior is key to improving service delivery. The integration of AI and human support is vital for effective customer service. Regular audits and feedback mechanisms are necessary for continuous improvement. Chapters 00:00 Introduction to Customer Experience and India Mart 01:59 Neeraj's Journey and Role at India Mart 05:46 WhatsApp as a Customer Support Channel 12:02 The Evolution of Customer Journey with WhatsApp 18:00 Impact of WhatsApp on Lead Generation 23:52 Seller Experience and Support Initiatives 29:51 Changing Customer Expectations and Future Initiatives 35:57 The Importance of Customer Experience in Business 41:58 Rapid Fire Questions and Conclusion