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How COVID-19 exposed a plethora of customer support opportunities – Sumitra Patnaik, OLX India

Sumitra Patnaik is a Green Belt Six Sigma certified professional with over 15 years of experience in the industry and heads customer support for the classifieds business in OLX India. In her current role, she is responsible for driving consistency in customer support standards across various customer touch-points and balancing the customer support strategy with both operational delivery and process efficiency.

We cover:

  • What customer support looks like at OLX India
  • How customer support will evolve in the coming years
  • The impact of the pandemic on customer support 
  • The role automation and Conversational AI play in customer support industry