India, 30th Nov 2023: Kapture, a leading customer experience (CX) solutions provider, recently hosted an enlightening webinar featuring Bruce Schwack, the co-founder of NetMeds and a seasoned expert in customer experience. The webinar delved into the evolving landscape of customer experience, the integration of AI-driven bots, and the importance of building brand loyalty.
The session, hosted by Vatsala Issar, Senior Manager of Customer Success at Kapture, kicked off with an entertaining introduction to Bruce Schwack’s unique journey and his playful comparison to Bruce Wayne. Schwack, who has spent over two decades in India, shared his story of transitioning from building customer service centers in Canada to revolutionizing the online pharmacy industry in India with NetMeds.
Key Highlights from the Webinar:
- To Bot or Not to Bot: Schwack discussed the growing role of AI-driven bots in customer service. He emphasized the importance of proper training, likening it to training a pet. “Your bot, like your dog, requires extensive proper training,” Schwack noted, underscoring that well-trained bots can handle customer inquiries efficiently, while always allowing customers the option to interact with a live agent.
- Voice-Driven Customer Interactions: Addressing the rise of voice-based assistants, Schwack predicted that voice bots would become a staple in customer interactions, much like how Indian accents have become familiar to American consumers over time. He stressed the need for continuous improvement to ensure voice bots provide a seamless and human-like experience.
- Building Brand Loyalty: Highlighting the critical role of customer experience in brand loyalty, Schwack shared insights from his tenure at NetMeds. He attributed their high NPS and customer loyalty to proactive customer service enabled by Kapture CX’s platform.
- Future of Customer Experience: Schwack emphasized the importance of a hybrid approach, combining the efficiency of bots with the personal touch of human agents. He encouraged businesses to invest in defining their brand voice and continuously train their bots to ensure a consistent and positive customer experience.
About Kapture CX
Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
