Customer Support Innovation: Solving Problems Faster S14 Ep51

Guest: Rama Sreenivasan, Blitzz Co-founder

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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.

Customer Support Innovation

Winding Journeys Connected

As a chemical engineer working on medical devices to starting a SaaS company, Rama’s path has taken some unexpected twists.  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 Fiterator.  This accelerator program helps startups develop a product-market fit aimed at 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 for onsite technician visits. The 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.

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AR Perception

In any given company, customer support could always be better. That’s why the addition of AR technology adds to the customer experience. Questions can be answered faster and more efficiently. No longer does one have 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 own teacher. The AI brings with it the ability to learn from the information that 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.

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If you’d like to track the latest with Blitzz, visit the website: https://blitzz.co/ or check out Blitzz on LinkedIn and Twitter.

We’re coming up on the launch of Season 15 of Killer Innovations. We’d love your feedback on what you’d like to hear on Killer Innovations for the next 15 years.  Get in touch and let me know.

To hear the interview with the Co-founder of Blitzz Rama Sreenivasan at #CES2019, listen to this week's show: Customer Support Innovation: Solving Problems Faster S14 Ep51.

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