Open Talk @DSIM
An Interview with Bishal Lachhiramka, CEO of Ameyo.
Ameyo is an all-in-one software based communication solution that manages end-to-end customer journeys and consistently delivers exceptional customer experiences. It is a powerful and highly flexible IP-based contact center software that lets you have a personalized interaction with every customer across multiple channels, thereby driving customer engagement to a level par excellence.
Q1. Hi Bishal, thanks so much for joining us. We are very curious to know more about you?
As a CEO, I am responsible for the success of Ameyo, a contact center software
provider from India. Ameyo is one of the few successful product companies based out of India that has been able to create a differentiation due to innovation and technology. Our team is now 300 member strong with offices and partners across 40 countries.
Q2.To begin, let’s talk about how did the idea of Ameyo came to your mind? How did you started the company?
Ans. Ameyo’s parent company, Drishti-soft, was bootstrapped by me, Sachin Bhatia and Nayan Jain (Classmates from IIT Guwahati), in 2003. Ameyo was launched with a vision to cater enterprises in India with a Contact Center software that help them create exceptional experiences for their customers. Later, the offering was expanded to other regions including Asia Pacific, Africa, Middle-East and USA. It is not just the traditional call center software but a customer engagement hub that has completely revolutionized the whole concept of customer service
Q3. Mr. Bishal, Let our readers know about your business model and marketing strategy?
Ans. Ameyo has been deployed in more than 40 countries so far. We have designated sales professionals and partners for every region i.e. APAC, Middle East and Africa.We serve more than 10 industry verticals right from BFSI to Telecommunications and Retail. We are the leaders in India when it comes to the E-commerce industry.Our marketing strategy revolves more around inbound and content marketing. We consistently create relevant and valuable content for the targeted personas (identified customer group), with an intention of enhancing their knowledge and making them intelligent instead of pitching our products directly to them.
Q4.Can you share the process of developing Ameyo and some of the challenges you faced along the way?
Ans.We have a very strong research & development team that has been constently innovating to build the Ameyo product. Challenges of building a product company ranges from getting the right team on board to creating innovation. One of the major challenges has been to instill the user experience within our team, luckily we were able to do that quite early which allowed us to build a product that has been recognized globally.
Q5. We are curious to know, how do you promote your business and what you do to reach your customers? Which digital marketing model works best for you?
Ans.We have been optimizing social media platforms and other online discussion forums to reach our customers and prospects. This is the most easiest, fastest and reliable way to reach them, if done effectively. We promote our content and spread industry knowledge using these platforms, which has gathered us a lot of traction in the past few years.
Q6.Do you also use affiliate marketing? If yes then how is it helping you in increasing the sales and generating revenue?
Ans.We have been developing case studies and distributing Press Releases on major customer acquisitions for quite some time now. Those also include testimonials from the repective clients which we promote heavily on Social Media and other platforms. This has earned us several clients and customers of the same industry as we believe that word-of-mouth is the greatest and most effective mode of selling.
Q7. Does the future look promising? Where do you see yourself and your business in the coming 5 years?
Ans.The future is of course very bright for us as our product’s acceptance and growth in both Indian and International markets have ramped up drastically over the past decade. We have been listed among the Top 10 Contact Center Solutions Provider by a recent Gartner’s report.
In the next 5 years, our vision is to expand and strengthen our footprints in some of the developed markets such as USA and certain parts of Europe. We would be accelerating our cloud offering, TexoCC(launched last year) in those markets with an aim to position ourselves in the league of global giants.
Q8.O Great Bishal! We heard you had been funded by the investors this month. Let us know more about company’s funding?
Ans.Yes, we have recently closed a $5 million Series A fund raising round led by Indian private equity fund manager Forum Synergies. We look forward to use the investment in grooming our technology and infrastructure capabilities , feature set expansion and product innovations. The investment will also be used to drive global expansion particularly to US and other developed markets.
Q9. Finally, at the end of our interesting conversation, any advice for entrepreneurs willing to start an e- commerce business?
Ans.Is is imperative for e-commerce companies to aim for building personalized customer experiences as this is the only way to retain the customers and establish loyalty.
As mobile devices have become an integral part of our daily lives, it is crucial for e-commerce firms to realize its potential and capture the heart of the customers by delivering extra-ordinary mobile experiences whether through mobile-responsive websites or apps.
“Thank you so much Bishal for your time.” Best wishes for you and your Company from team DSIM.
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