1.Hello Mr. Dadu! I am excited to interview you here today! As the CEO of one of the largest chat support company in India, you have crossed various hurdles and proved to be a success. Can you tell us what were the major obstacles you went through?

We entered the chat support market when only a very few people were aware of the concept. It took us quite some time to convince the people about the concept of LiveChat Support. We started off as a team of just 5 people in the beginning, at that time there were many larger better established customer support companies offering support over telephone. Establishing our credibility as a reliable service provider and
building a larger team was also a very challenging task. However, with the support of our customers, and our hardworking employees, we are growing rapidly.

2.A lot of live support software have mushroomed these days. What do you have to say about the market? Do you think a couple of them will rule eventually, or will most of them be successful in finding a niche for themselves?

When we started our operation, there were a very limited number of such chat software vendors in the market. We have done a lot of research on chat support applications, and have found that only a very few of the chat support applications available in the market are stable for use in a call center environment. Most of the chat software companies have been developing and upgrading their products, however, I feel that with the growing competition, most of the less popular software products will eventually die out.

3.What live support software have you used so far? What are the most important features a call center like yours look for in an ideal software?

We have used many different chat software applications in our organization.Most of our clients have their own favorite chat applications, which they want us to use. However, we have noticed that LivePerson’s chat application is one of the most stable software application available off the shelve. For us stability is the prime concern. Other then that we want the software to be easily scalable, operator friendly, should have good reporting tools,and of course an easy to navigate operator interface.

4.What features/enhancements do you expect from the live support software industry in the near future?

The chat support software vendors should improve upon the looks of the visitor interface. Most of the applications available in the market do not have an appealing visitor interface. Most of the off the shelve products do not have sufficient reporting tools. I would expect the new developers to design interfaces to be used with PDA’s, and also try to integrate their CRM ’s with features such as SMS gateways, and common instant messengers.

5.One last question - Where do you see the live support chat call center industry five years from now?

Innovation is the key to success of any industry. Live support service providers will need to create new value added services to further enhance the growth of industry. Chat support is still in its early stages, and its integration with other modern world communication media will further fuel its growth. Chat support will replace telephone support call centers providing support to service industry (such as travel, banking etc.) in the coming years.

Thanks a lot Mr. Dadu for your time and we wish you best of success in customer support and hope to see it get better and better!