Gcall: The Best Way to Fix Customer Service

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The latest addition to the VietnamAdvisors startup series is Gcall, a telecommunications startup founded by Phuc Tan Pham that is revolutionizing the way SMEs communicate with consumers. Gcall’s app allows SMEs to setup customer call centers on employees’ phones – removing the capital investment and logistical nightmare necessary for traditional call centers altogether. For more cool Vietnamese startups, be sure to also check out Btaskee, the Uber for housekeeping, and Efaisto, the e-commerce platform evolving fashion.

The Problem

Both consumers and business owners suffer from this dilemma. Businesses have to invest heavily into call centers – some of which run at $10,000 per minute. Their employees do not always enjoy it, with rumors of strict monitoring and bathroom restrictions permeating the web. Despite such conditions, service is not always optimal. Consumers are often frustrated at the inability of respondents to understand their requests. Sometimes, they have a productive conversation with one employee, only to be disconnected and then have to explain their entire problem to another. The industry could use an overhaul.

Making Customer Service Easy

Gcall provides a plethora of solutions at once. The app’s keystone feature is allowing companies to setup call centers in their employees’ phones. This completely removes the need for a physical call center, and all the capital and maintenance requirements that come with it. Employees can work from anywhere, anytime, without the need to all be in one cramped room. All companies have to do is register on the Gcall website and install the app on their phone. Should they need more call center representatives, they can outsource the work to Gcall’s network of pay-as-you-go professionals.

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Plenty of value is added on the consumer side as well. Every company that has installed Gcall will have a “Gcall Button” on their website. Should a potential customer want to speak to a representative, all they need to do is click the button and an online call is placed to a company representative, with a call interface similar to Skype’s. The entire process is incredibly smooth and simple. This helps push sales, as customers will no longer be dissuaded by the known hurdles of contacting customer service representatives.

Emerging Ecosystems

Gcall has provided solutions to a variety of markets. In the food and beverage sector, restaurants have been using Gcall to skip the hurdle of toll-free numbers. Their customers are now able to make orders through Gcall without ever having to pick up their phones. In medical offices, Gcall is connecting doctors, dentists, and nutritionists with their patients through live, website communications. Similar applications have been implemented in e-commerce, service desks, and advanced marketplaces.

Gcall’s target market is composed of SMEs who build websites to sell their products online. The end-user is the customer who buys on the company site. The startup is currently running on$35,000 of funding supplied by Singapore-based accelerator Muru-D. To learn more about Gcall, visit their website.

 

 

 

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