iNM Magazine Volume 7 | August 2015
Cover Story
Our philosophy while building the team was simple: Hire
entrepreneurial people looking for a challenge.
Questions we ask ourselves: To understand the future, we
ask ourselves the following questions:
We work hard. It's a small team and there's no place to
hide. But we have some fun too!
Ÿ
Does customer service really have to be so bad?
Ÿ
What can we do to help customers voice their
complaints better?
Ÿ
Do you really need to call and hold for 5 mins and then
talk to someone for 10 mins?
Ÿ
Do brands really know how good their customer
service is compared to their competitors?
Ÿ
What can we do to make brands improve their
policies and become more customer friendly?
What lies ahead
A technology company: Gradually as our relationships
with brands and our understanding of our customers
improved, people started referring us and our traffic and
scale grew. Alongside, we also realized how at our core we
were primarily a technology company trying to use
internet + mobile to improve customer service in India.
e scale (there are over 25 crore unhappy customers
every year – you are one of them!) and the challenges
(each sector has its nuances) are huge.
“Whatever we are trying to do hasn't been done before.
We may or may not succeed but it's bloody exciting”
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