We believe this is the direction the customer service industry will go in the years to come. HM: The disruption caused by the pandemic has made way for a new golden age for customer support, one that is centered around empathy. KR: How do you think will the customer service industry change in a post-pandemic era? We also have local teams in our markets, including Singapore, which allows us to be closer to our customers and partners and provide them with on-ground support. As a global company, we also provide our customers with the best call routes and carriers by partnering with best-in-class global voice carriers and local providers in select markets to ensure good connectivity. This way, we ensure more satisfying customer journeys.Īircall is perfect for sales and support teams that need to unlock the value of a cloud phone system quickly. Our solution is easy to set up and scale, and it easily integrates with cloud business tools to get the job done.
HM: We are built around the concept of out-of-the-box integration and interoperability. KR: What is your differentiation strategy to stand out from the competition? Founders must bear in mind that they have 3–4 years to build the right product, and everything yet to be included by this time will cost you much more to build. If we were to do Aircall all over again, we would pay a lot more attention to our product and tech architecture early on, rather than prioritize growth at all costs. With all that being said, launching an MVP also meant that when we finally got to the stage where we were ready, any new feature that would normally take a few weeks to build now requires months. We wanted to reinvent the business phone, and this required building new features. Our end goal, of course, was much bigger. We got a handful of customers with our MVP, most of whom were businesses with 2–3 employees, such as independent contractors, small agencies, and e-commerce startups. Our goal at the start was simple: we wanted to build a solution that is simple, easy to use, and collaborative. Companies then spend the next few years refining the product based on customer feedback, usage patterns, and evolving market dynamics. This means that companies tend to get to market quickly with a minimum viable product (MVP)-in other words, a product with just enough features to attract customers with a first-mover advantage. In SaaS, there is an emphasis on agility, rapid innovation, and a shorter time to value. HM: While developing Aircall, we learned the hard way that SaaS takes time to build. KR: What challenges did the company face in its growing years? The following interview has been consolidated and edited for brevity and clarity. KrASIA spoke with Hugo Mas, the Sales Director (Asia) at Aircall, to find out more about the business and his insights into the customer service industry. Their system features include insight cards, which are pop-up cards with information relevant to whichever customer is calling-a great way to keep track of what they last ordered and which issues they have previously experienced. That’s where cloud-based phone systems like Aircall come in: it gives businesses the capability of routing calls, assigning extensions, and resolving customer inquiries without the hassle of going to the office.Īircall also integrates with a slew of business tools like Salesforce, HubSpot, Microsoft Teams, and Slack, which ensures a seamless customer experience. With remote and hybrid work, though, having a phone line tied to a physical location is no longer feasible. After all, nothing beats having that immediacy and personal attention that one gets from a phone conversation. But for many businesses, being reachable by phone is still one of the most reliable ways to operate. One can make a restaurant reservation, order flowers for a birthday, or check a business’s opening hours-all without having to pick up the phone and call someone. These days, it’s possible to reach out to a business in a multitude of ways.
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