At present times, there might be a plenty of ways of connecting the customers and the service or product provider. Be it via E-mail or customer support or via feedbacks. Earlier messages or info sharing was confined to TV commercials, phone calls or radios. With the introduction of several messengers, it has become quite convenient for people to share the same via texts.
The contextual messages have totally taken the field of communication. The texts have quite a potential that the spoken words don’t! With the same objective, of connecting with your customers in order to cater and understand their needs, to stay personal and deliver the right message at the right time to increase conversions and grow per-user revenue.
Pixr8 got an opportunity to interview Serge Morozov, founder and CEO of one of the leading California-based communication platform HelpCrunch. Helpcrunch aim is to Turning prospects into customers, driving sales and improving retention.
Tell us about yourself?
I’m a Serial tech entrepreneur with over 13 years of experience in IT. My professional background also includes managing international software engineering company specializing in mobile application development, delivering end-to-end enterprise and consumer solutions for clients worldwide.
How was the idea of HelpCrunch born?
Having experience in managing online products and solutions, we couldn’t help but notice that lack of direct, easy accessible communication channel between the business and the customers leads to low customer engagement, low retention and ultimately affects sales. We wanted to create this one tool that would allow connect the business and the customer in the most natural way via the most appropriate communication channel.
What is HelpCrunch all about?
HelpCrunch is a multi-channel customer communication platform supported by real-time CRM that lets web and mobile businesses to stay connected with customers.
This approach to managing customer communication in one place allows to stay in context and to send relevant, personalized messages at the right time, on the right device.
What is the main concept and the USP (Unique Selling Proposition) of HelpCrunch?
We combined the power of multiple customer communication channels with real-time CRM in one product to help communicate in context, at the right time, on the right device, with a relevant message at every stage of user lifecycle.
It is a cross-platform solution for online business that allows interact with customers via multiple touch points (at the moment we have the following channels: in-product messenger and email; we are planning to add SMS-messaging and VoIP service) and understand customer in-product experience and personal preferences via CRM.
What type of service does HelpCrunch provide and what type of customers you look for?
The service that we provide is SaaS Business.
Any type of user can use this platform. Its app is available for smartphones and users can also access through our website under the address http://helpcrunch.com . Our customers mainly are:
- SaaS business
- E-commerce companies
- Online-to-offline companies.
How was the experience driving on this road?
Initially, we started building HelpCrunch for mobile business (mobile apps) only. Our aim was to build this smart communication tool to connect app users to the business and vice versa. That’s how we released in-app messenger supported by live CRM system.
Not long after the product release, we’ve start receiving requests about HelpCrunch for the web. We could see the demand for our product is out there. Besides, as a SaaS business that generates leads on the web, we needed a flexible live chat for ourselves. So we did a research, tried several live chats ourselves, saw common downfalls of live chat solutions and decided to build solution that would fit our needs as well as other online businesses.
To summarize, now HelpCrunch is available for web, iOS and Android. It is now a platform that combines few communication channels (messenger, email) and real-time CRM.
Something about your organization and inside team?
We maintain open culture and believe that everyone is a contributor that has something to bring to the table. That’s why we hire people who are smart, determined, driven and able and let them do their job in line with the main product vision.
We are a team of 8 people with flat organizational hierarchy. We also have 2 offices one in Europe and one in California.
Last Question – What are the goals and procedures you aim at to expand your outreach?
Our product combines CRM and customer communication channels via messenger for web and mobile, and email service. We are planning to add more customer touch points such as SMS-messaging and VoIP service. We believe that it would add extra value to local and online-to-offline businesses.
Our main lead generation channel is our web. We use our own live chat to talk to our visitors there. We also promote our product on relevant resources to help our potential customers understand our product better.
Team Pixr8 thanks Mr. Serge for taking time for this beautiful Interview. We wish him all the very best for his company & hope he succeed in his mission of providing the best online platform.