Customer Service Revolutionary: Ravi Kaipa

We asked the panelists of our upcoming Customer Service Revolution Event to tell us a little about themselves and what inspires their passion for truly great customer experience. Meet our next Customer Service Revolutionary: Ravi Kaipa!


NAME

Ravi Kaipa, ServiceNow Solution Consulting

PREFERRED CUSTOMER SERVICE CHANNEL

Self-service comes to mind first as that is the fastest and also makes me feel empowered. Chat comes a close second as it gives me just-in-time help needed without going through the prompts and music of course. 🙂

BEST CUSTOMER EXPERIENCE

It was at one of the well-known retail stores where they had a 360-degree view of my previous transactions and this helped us save a lot of time during the shopping process. On the top of it, the customer service associates were able to provide personalized recommendations which greatly helped me in making decisions.

WORST CUSTOMER EXPERIENCE

This was with a cable company. After being a customer for more than 8 years, they still had no idea who I was. Resulted in high level of dissatisfaction.

MY HEROES/HEROINES

Steve Jobs and Elon Musk–as they constantly push the boundary for what is possible.

WHAT DO YOU CONSIDER YOUR GREATEST ACHIEVEMENT?

Being able to make a seamless transition from a heads down developer to high energy customer facing professional.

MY MOTTO

Be the best in what I do and at the same time learn from every failure.


Learn more about Ravi and his revolutionary ideas around customer service management at our upcoming happy hour 9/14!

 

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Andrea Pohlman

Customer Service Management Strategy & Solution Leader, AERITAE