Sunday, 10 September 2017

Ozonetel CIO Chaitanya Interview with Siftery

Note: Originally published in Siftery. You can leave us a review at https://siftery.com/kookoo


Kookoo is an all in one solution for calls, to get phone numbers, IVR, live chat, call routing, customer management, CRM & more. It smoothly transfers & distributes calls within your staff. And ensures you never miss a call, even on really busy days. It allows you to instantly recognize customers, tag customer moods, and conduct live chats over your web page. Keeping you in the loop, all the while — giving you the power to listen in to calls, monitor agent activity, know customer moods & take charge when need be.
Kevin William David interviewed Chaitanya, Chief Innovation Officer at Ozonetel (parent company of Kookoo) to know more.
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Hi Chaitanya, So tell us about KooKoo?

Kookoo is an easy to use, cloud based contact center. Its an all in one solution for calls, IVR, live chat, customer management & more. It’s like a Twilio for call centers. Just pay for the calls, unlimited agents.

Tell me more about the problem are you trying to solve?

Setting up communication infrastructure for a business should be easy in this day and age. But it’s not. Businesses have to deal with telcos, talk to chat providers etc. Kookoo solves that problem. It makes setting up a communication infra for your business as easy as just a click of the button. You can get started in 2 minutes flat, we timed it 😀.

That’s awesome!

So how is KooKoo different from what’s already exists in the market?

Kookoo is the only cloud call center which charges only for calls. Zero agent rentals. Other providers charge anywhere between $50-$150 per agent per month. For example Talkdesk charges around $150/agent/month. And now most of these providers don’t even have a online sign up option. You have to talk to a sales agent to get started. We are a completely self service model.
We are also the only solution which provides an integrated agent view for calls, chat and social media. So all your business communications in one place.

Can you tell us a bit about the different customer segments using KooKoo? What types of roles do your customers have at their companies?

Since Kookoo is a cloud communication service, it has a wide range of use cases and customers. We have customers as small as single entrepreneurs just setting up their office to large enterprises running 1000 seater call centers. We have startups like Zomato, Practo, Bigbasket etc using Kookoo and we also have enterprises like HDFC Life, SBI bank etc using Kookoo.
Generally customers which have support organizations, inside sales teams and customer success teams use Kookoo.

How are your customers using KooKoo? Could you share a few different use cases?

The main use cases are for a call center, either for customer support or for making sales calls.
Missed call services and call anonymization services are also big.
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Have there been unique use cases for KooKoo that you hadn’t thought of or expected?

Missed call solution has been one of the most unique solution. When we provide solution to businesses, we never expected that some businesses will use the phone solution just to track missed calls. But it has become a very popular solution.
Call anonymization is another cool unexpected use case. People sign up for Kookoo to take virtual numbers and track calls.

Were there any early ‘growth hacks’ or tactics that have contributed to your current success?

Getting on Product Hunt and engaging with people in Hackernews were the two biggest growth hacks. Once the initial user base kicked in, it was easier to get more customers in.

What were some of the biggest challenges while building the product early on and how did you solve them?

The biggest challenge has always been getting the right team. Our process has been to get the engineers out of college and train them. So we generally hire only freshers. We have made some exceptions, but the exceptions usually come through referrals.

What have been some of the most interesting integrations you’ve added? Are there any that have been particularly impactful for you?

We have integrated with Pratham Books storyweaver to build a cool chatbot hack. https://m.me/kookoostorybot. This was very useful to give us coverage as chat company too.
We did a Kookoo hackathon a couple of years back and we got some cool hacks there(http://blog.kookoo.in/2012/10/apple-siri-clone-in-kookoo-wins.html)
For some customers integrating with Fullcontact was good for fetching caller details.
Our bread and butter integrations are our CRM integrations. We have some of the best integrations with Zoho, Salesforce and Zendesk.
We have recently integrated with Facebook messenger and Twitter so businesses can provide customer support over social media channels.

Finally before we wrap up, What are the top products that you depend on to run the company & how do you use them?

  • Stripe- For payment integration. We use it because everything can be automated.
  • Kookoo- For customer support. Yes, we do dogfood :)
  • Intercom- For customer success. It was easy to setup.
  • Adjetter- CRM and Tickets. We mainly use it because they are open to work with us.
  • Quickbooks- For invoicing. It’s a solid solution and we have no complaints.

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