Gung Ho on SaaS Technology to Drive Customer Experience

In a conversation with Rajesh Raju and Ramana Murthy Reddicharla, Fortune India Exchange discovers how Bangalore-based Syrow Pvt. Ltd has been such a success by being the only company offering Customer Support under the SaaS model, for businesses, in similar way AWS, Shopify, Twilio, HubSpot etc., are offering their services.

The SaaS model has proved to be an excellent resource for businesses to provide top class Customer Service. Tell us about this model and what you find so great about it?

Syrow’s CSaaS (Customer Support as a Service) model is an exceptional one to meet the service needs of our industry. On-line selling is riding high today as it's become easier for Ecommerce companies to launch their businesses. As you are aware there are large chunks of any online business that can be outsourced. So it is that our AI + Human Powered CSaaS model allows businesses to outsource Customer Support on a utilization basis. Also, it’s easy through our CSaaS platform, for businesses to adapt to seasonal market conditions and scale up swiftly.

That said, we also keep in mind that Customer Management is a niche vertical and demands time and focus for businesses to get it right. Our CSaaS model helps firms focus more deeply on their core business activity, instead of losing sleep over customer service hassles, or building the right team or investing in the right technology. Since the model helps them do away with micromanaging, they can save on time, effort, and money.

Can you cite any other benefits from using this model?

Certainly! Another benefit is our flexibility in catering to new, established or growing businesses, regardless of size, across industries. Also, there are no extra costs, rules, or regulations to get onboard. So, whether their call volumes are high or low, our customers are free to select packages that suit their needs—while everything else remains the same — team, technology, and process.

Tell us about your technology and innovation practices in the Customer Experience space?

We have 3 vital components to our working model— People, Technology, and Innovation.

Back in 2019 the company got an investment of USD 500K, which we utilized to build a suite of customer support tools. Today this vital component of customer support services—over the phone, email, chat, ticket, audio, and video calls, is available in flexible packages. Also, our advanced AI + Human powered omni-channel platform is tasked with a 360º profiling of customers to deliver seamless CX on a unified system round-the-clock. This also enables businesses to reach out to customers through their preferred communication medium— be it the phone, email, chat, or social media. Additionally, our multilingual customer support helps them provide excellent support at regional level.

As businesses and industries come together to better their operations what type of affiliations, tie-ups or integrations do you offer?

At Syrow we are convinced that industry collaboration is a critical channel to nurture the complete ecosystem of CX. Not only does it create a better environment but benefits the end customers as well.

With the tie-ups and affiliations, it’s far easier for organizations to be drawn to us to come on-board. Some of our affiliations include players of Cloud Telephony, eCommerce Platforms, Payment Gateways, CRMs, Ticketing Systems etc. Online eCommerce sellers who operate via the large marketplaces like Amazon, Flipkart, Shopify, TataCliq etc., but don’t have big budgets to offer post-sales support, are now able to provide world class customer experience with Syrow and compete fairly with big brands.

We are chosen as the exclusive Customer Experience Management Partner for Startup India, a Government of India initiative. In addition to this our latest global initiative involves establishing office in Delaware, USA that’s poised to facilitate global tie-ups towards supporting our international customers and extend support in various foreign languages like Spanish, French, Bahasa, Malay, Arabic etc.