Real Champions sweat
Anuj Bhalla, is the CEO and founder of ServiceMob a company that helps to eliminate the poor data problem in the customer service industry. With an experience of over 40 years in the customer base industry he has created the perfect solution for offer seamless solutions to the users.
ServiceMob is a startup based in Southern California. The main aim of the company is to fix the various inefficiencies that are caused while accessing and interacting with different companies. After both Anuj and co-founder Marcel worked in the customer service industry for a combined 40 years, they understood that most modern customers were frustrated by the services provided by most companies.
The main issues where from a common root that was poor and unreliable data assets that hampered the customer service industry.
They found that the only way to eradicate this problem was to reduce the waiting time, use helpful chatbots, and understand the client’s requirements.
That is when serviceMob emerged from MIT. A company built with their combined efforts and with the aid of AI and blockchain technology. They came up with a single reliable analytics solution that helped with the different critical functions in the customer service ecosystem. The system helped with everything from enterprise performance to all the services in-between.
When Mr. Bhalla was asked where he drew his inspiration from, he answered by saying that: Growing up on the East Coast to immigrant parents, he has to earn love and value by hard work. He also added that his family came to America from India with almost no wealth and many family members relying on them for their success. He grew up with the value that he needs to give back to the community. That type of service leadership helped him overcome all the hurdles in his career.
To this question, they replied by saying that the world is shifting towards a service-dominant industry. This is the main reason for providing better services to the customers. The main reason they started the company was that the current service system was frustrating and lacked transparency. So, he came up with a model that could make a difference and keep the customers contented.
He answered this question by saying that “ I love that I can tell a business something about their service operation that they didn’t know yesterday.” He loves that he can change the trajectory of managing the workforce to help improve the customer experience. These insights were a game changer that helped create a better and stronger environment that brought better outcomes.
Mr. Bhalla elaborates about the birth of his story, personal brand, business, or project.
As a consultant, he worked with some of the biggest and most established companies that helped improve the service operations. As the different companies were getting digitized, he saw some untapped potential—both from the operational workforce and customers’ voices.
Especially in his time at MIT, he became opposed to the data problem in customer service. He understood that what companies needed was continuous intelligence on their operations. But unfortunately, the poor data assets and the disparate systems prevented the constant intelligence. That is how he got motivated to set up serviceMob.
When we asked him how he would describe his company in one word, he explained that he would use one word, which was Efficacy.
As the word’s true meaning is “the ability to produce a desired or intended result,” he said his company’s primary goal is to help clients achieve as an organization. Their main aim is not just to offer customer satisfaction but also to ensure productivity and collectivity.
These services help with better customer satisfaction: better brand promotion and a better and longer economic relationship with recent and existing customers.
According to Mr. Bhalla, one of the main aspects of his business that sets them apart is their expertise in technology. One of the main reasons they understand their customers is their pain. They thus work to embed that understanding and empathy in the products that help them succeed.
He feels that better customer service data properties can help create the next wave of progress. According to him, the industry is hindered by poor data properties and outcomes.
It is about ineffective chatbots, unaware service providers, and getting routed by the wrong department on the consumer’s side. From the operations side, poor data predictability, lack of visibility, ineffective end-to-end communication.
Poor customer service is leading to suboptimal service. That is why he envisions data to produce a better foundation. Something that will be better, stronger, and faster.
serviceMob has had various achievements over the years. Here are some of the most significant ones.
Links to social media
(18) serviceMob, Inc. (@serviceMob_Inc) / Twitter
(18) Anuj Bhalla (@axbhalla) / Twitter
1. Marcel Barrera invited to talk on podcast episode with Brand F*UPS – service Moab, Inc.
2. From Consulting to Startup Founder with Anuj Bhalla by Founder Smart – Startup Podcast (anchor. FM)
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