The Best of Killer Innovations: Innovations in Customer Support
Continuing our Best of Killer Innovation series, we examine how one creator, Rama Sreenivasan of Blitzz, looked outside the box and created solutions to the hindrances he faced on his innovative journey.
When you're in the middle of an important project and equipment fails, you want it fixed fast. In this week's show, I talk with Blitzz Co-founder Rama Sreenivasan. His company is solving the inefficiencies of tech support. Blitzz's customer support innovation integrates AI, AR, and live video to solve problems faster.
Winding Journeys Connected
Rama's path has taken some unexpected twists, from a chemical engineer working on medical devices to starting a SaaS company. But at the heart of it, he is a problem solver. The source of his inspiration: his dad, who he likes to call "MacGyver."
Rama founded Blitzz together with co-founder Keyur Patel two years ago. They most recently participated in CableLabs Filterator. This accelerator program helps startups develop a product-market fit for the cable industry.
A System That Assesses Without the Hassle
When instruments stop working, it's time to bring in a helpful live assistant. Blitz's customer support innovation allows a better perspective of and feel for the problem. Through live video chat, companies can avoid spending on onsite technician visits. Customer support is not only heightened but it is also trained to see around the inconspicuous. Innovation in repair operations contributes to cuts in labor fees and time processing. What prompted Rama to create Blitzz's innovative approach? During his PH. D and Post-Doctoral work, frustration with equipment breakdown mid-experiment was the impetus. The long wait to get repairs done seemed a waste. Rama felt there had to be a better way.
AR Perception
In any given company, customer supportcould always be better. That's why the addition of AR technology adds to the customer experience. Questions can be answered faster and more efficiently. One no longer has to worry about the hassle of scheduling an in-person visit. AR perception captures it all. This innovation allows one on one human interaction on a more convenient level.
AI Intelligence
Equipment can malfunction and run the risk of being unreliable. AI customer support can redirect the customer to questions and answers that may be a better fit. This AI customer support innovation becomes its teacher. The AI brings the ability to learn from the information it processes.
Lessons Learned
Rama highly recommends entrepreneurs go through an accelerator. He learned critical elements of the startup process through that experience. He also credits passion for driving the startup process. Connecting with mentors can help fan the flames of that passion.
If you'd like to track the latest with Blitzz, visit the website: https://blitzz.co/ or check out Blitzz on LinkedIn and Twitter.
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To learn more about innovations in customer support, listen to this week's show: The Best of Killer Innovations: Innovations in Customer Support.
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