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Creating a Better Experience for Indian Customers

By Anand Gupta, Knowledgebase Author

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel, and Executive Director India, Shantanu Purandare, participated as representatives of the company. The event also witnessed the participation of market leaders in an array of fields. Business Heads, Chief Executive Officers, Marketing Heads, Vice Presidents, Chief Operating Officers, and other dignitaries belonging to Book My Show, Edelweiss, Future Group, Indigo, GVK, and Craftsvilla presented their perspectives of the market and customers during the day. Creative Virtual sponsored the event as the CX Product Leader Partner.

Customer Experience Management 2019Discussions were held among representatives to magnify the solutions granted to customers. Taking up the dais, Shantanu began with a pun and jest before drawing the audience’s attention towards losses incurred in the market due to fallacies. He sought heed on the loss of thousands of crores of rupees due to bad customer experience the previous year (2018) in addition to the year before that. In his presentation, he emphasized the importance of providing a delightful customer experience. Shantanu discussed key elements needing to be addressed by the industry to improve CX that repeatedly arise in customer surveys year after year. He also stressed the importance of providing support in the customer’s language. For example, Creative Virtual is helping organizations in India provide self-service in Hindi, Tamil and Marathi.

After this, Chris took over the platform and deciphered the real business benefits of chatbot solutions. He noted the strength of Creative Virtual’s chatbot technology through illustrations and highlighted best practices for using chatbots, virtual agents and live chat. He explained that the chatbot is capable of conversation which bridges the gap of human interactions through a live example. The emphasis remained on the personalized interaction. He displayed the customized integration of the chatbot with different devices and channels like Facebook, WhatsApp and WeChat. The company founder also demonstrated the integrations with voice technology and live chat during the presentation before handing the podium to Shantanu again.

Exhibiting the varied aspects of our company’s chatbots, Shantanu demonstrated some of the features of the retail chatbot Swara designed to assist with the selling and purchasing of items. It showcased the capacity of reminding the logged-in user when the transaction remained incomplete after re-opening the bot on another device. He presented one of the features that allowed for human intervention while maintaining a seamless customer experience. The chatbot provided options that enabled the customer to connect with a customer care executive by selecting to receive a phone call to the user’s own device. Shantanu placed an order during the live presentation using the chatbot on both his laptop and his mobile. He then showed the integration of Swara with Amazon’s Alexa device and rescheduled the delivery of that purchase. This demonstration of an omnichannel experience left everyone in awe and thinking about how they could integrate chatbot technology to provide a similar experience to their own customers.

You can watch the full presentation from the CXM event below, and then request a personalized demo to learn more about how Creative Virtual’s chatbot and live chat solutions can help you provide a delightful customer experience. Special thanks to the CXM event organizers for putting together a wonderful event and to all the attendees who stopped by our table throughout the day.