Vikas Bhambri: (01:47)

[tasnimsanika7]

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 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, bahamas phone number list 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?



Well, look. We just went to something that’s never been seen before. In fact, Mike and I 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? If I just think about my own experience, I haven’t been to a grocery store now in five weeks here in New York, we are getting literally everything delivered. Flowers for my wife for our anniversary, cakes, grocery items, prescriptions. So we’ve fundamentally transformed the way we shop and interact with brands, in the last 30 to 45 days. What that does for the brand is it’s created an unprecedented opportunity and some simply can’t handle it, right? Because they were not built. I was talking to a CEO of a food delivery company the other day who said that his business has grown 10,000%. 10,000% through COVID-19, which if you told any CEO of a company, “Your business is going to grow 10,000%,” he would probably, he or she would probably jump for joy. Not if you’re not set up –

Gabe Larsen: (03:24)