Why WhatsApp Continues to be a Key Customer Service Channel – Sunil Wankhade, Evergreen Community (Seniority)

Sunil Wankhade heads Customer Service at Evergreen Community & Seniority and has had over 16 years of Service Delivery, Operations Management, and Contact Center Management experience. During the course of his career, he has shown remarkable proficiency in transitioning and managing Customer Experience / Customer Service operations for start-up’s as well as well-established organizations.

We cover:

• How was customer support at Seniority evolved
• Metrics that need to be tracked to gauge customer support quality 
• How are customer’s support needs evolving
• Is there still a bias against automation in customer support