India is currently abuzz with small and medium-sized businesses (SMBs). Though coming up in numerous regions in the country, these enterprises aren’t easy to run, especially in terms of communication and interactions with customers if short on staff. However, apps like Freshdesk are looking to change that. The platform helps you manage your business like never before. It helps you chat with customers, reach them wherever they are, and more.
But, what if Freshdesk were available to you right from your dialer? This is where the newly-launched ‘Rolodesk’ comes into play. Bringing the nifty Freshdesk to your phone’s dialer, the app is even niftier thanks to some of its innovative features. Built by Netmine Mobile Innovations, the company behind another successful app called Rolo, Rolodesk could completely change the way smaller businesses are run. Networked India speaks to Netmine’s CEO and founder Srinath Rajaram, who lets us in on the thought process that led to the app, its features, and the brilliant team behind it all.
Networked India (NI): What was the motivation behind the creation of Rolodesk?
Srinath Rajaram (SR): Rolo was created on the belief that building better professional relationships should be incredibly easy. Rolo’s slick UI and powerful features have a loyal fan following among serious users.
Whether it is selling to prospects, providing customer service or strengthening your network, Rolo was built to make it easy for users to manage all their interactions with their contacts.
When we started talking to the Freshdesk team, it dawned on us that Rolo’s vision and technology lends itself naturally to customer support on the go.
SR: Simply put, Rolodesk is a dialer front-end for a Freshdesk back-end. You use Rolodesk to make calls and send text messages to your customers. Rolodesk automatically updates your Freshdesk tickets in the background.
With Rolodesk, updating your tickets is not a separate activity. You send an SMS to your customer and it gets automatically logged to your Helpdesk tickets. When you have an already busy SMB owner who handles customer support herself, this can be a huge time-saver.
It is all about reducing friction in an already stressful environment. When the SMB owner sees that it is so easy, it becomes an added incentive to adopt and drive streamlined customer support processes and technologies.
NI: Rolodesk uses “Helpdesk tickets”. How do these work and how do they ease communication?
SR: Helpdesk tickets are created to track customer issues, orders and inquiries, from the time of reporting to resolution. When you call your ISP about a choppy internet connection, you get assigned a ticket number. Helpdesk tickets help companies ensure that customers get the best possible experience when they reach out for help. Freshdesk brings in the angle of accountability and contextual support to Helpdesk tickets.
All conversations between customer support agents and customers are captured in these tickets. Any updates to the tickets are communicated to the customer through notifications, keeping the customer up to date on the progress related to their issue.
Rolodesk provides easy access to these updates for agents, allowing them to manage customer interactions with zero overhead.
NI: Let us in on the features of Rolodesk that set it apart from other apps in its category.
SR: At first glance, Rolodesk looks like a contact manager. It has call logs, SMS logs and a contact list. The three features that set Rolodesk apart are the ‘EZ Menu’, the ‘Roloscope’ and ‘Quick Response’.
The EZ Menu slides out from every item in the call log. You can add information to a ticket right from your call log.
The Roloscope is a floating bubble that appears on the screen when a customer calls. Tap on that to get complete customer history. This is the most powerful feature of Rolodesk. Imagine you are at the airport when a customer calls you. You do not have to frantically look up details from another app. Just tap the badge and it is all there!
Quick Response helps you respond to customer SMS messages right from the notification, and lets you have them logged automatically to a ticket.
SR: For us, Freshdesk was a natural partner as they set great standards for design and product. They are the market leader in support, enabling thousands of businesses worldwide. Rolodesk uses APIs provided by Freshdesk to access and manage tickets for customer support agents, allowing these agents to offer world-class Freshdesk support to customers. We have been blown away by the energy and engagement Freshdesk has brought to this partnership. The team at Freshdesk saw the potential right away and worked closely with us to bring it to fruition.
Rolodesk is now available on the Freshdesk App Gallery and Google Play.
NI: How is Rolodesk different from Freshdesk?
SR: Freshdesk is the most powerful, easy-to-use cloud-based customer support solution in the market today. Rolodesk helps companies access critical Freshdesk functionality from their dialer, making it remarkably easy for small businesses to provide customer support on the go.
SR: The idea for Rolo was born from when I was handling sales for my previous start-up. There was no one tool that could help a small business track touch points with key clients across multiple channels. Using a CRM for a small business was like trying to kill a mosquito with a cannon! Rolo was created to address this pain point. With Rolo, it is easy to track calls, emails, text messages and social interactions, all in one app.
The first thing our users tell us when they start using Rolo is that they wonder why it is not there on every phone by default! Think about it. If you are a real estate professional or a boutique owner, how do you keep track of your customers?
You need to use a note-taking app to keep track of customer info. You need to use a to-do list app to keep track of action items. You need a business card scanner to get contacts to your address book. The worst part of this is that all this data is practically inaccessible when you are on a call with your customer. There is no way you are going to open four different apps to get your information. This is where Rolo shines. The Roloscope zooms in on all your interactions. You will always be prepared!
There are also other nice touches like being able to schedule an SMS or remind someone else using an SMS.
NI: Give us a brief background of Rolo’s founders and the company itself, especially the team behind Rolodesk.
SR: Rolo was developed by an experienced team of entrepreneurs at Netmine Mobile Innovations. Netmine was founded in 2015 and is privately funded.
Rolo was launched as a service for business professionals to realise the value of their network, by making it easy to take advantage of the relationships and interactions with contacts. The Rolodesk team consists of industry veterans who have experience developing products and working with customers for more than 15 years.
Srinath Rajaram (CEO): CEO and co-founder of Netmine Mobile Innovations, who leads marketing and business development at Netmine, including marketing strategy, product positioning, communications and customer acquisition.
Murali Rangarajan (CTO): Murali is the CTO and co-founder of Netmine Mobile Innovations, handling product development. He is responsible for defining product requirements, implementing Netmine’s technology strategy, determining functional specifications and the future requirements of Netmine’s customers.
Rajesh Kumar: Rajesh is a co-founder and Principal Cloud Architect at Netmine Mobile Innovations. He is responsible for conceptualising next-generation architectures, in addition to designing and developing Netmine’s cloud platform.
Mukund Rajagopalan: Mukund is a co-founder and Principal Mobile Architect at Netmine Mobile Innovations. He is responsible for technology innovations leading to new features on the product road map.
NI: What’s next for your company and its apps?
SR: Our vision for Rolo is to transform your address book from a list of contacts into a trusted network of relationships. In its current avatar, Rolo is a great contact manager and dialer. Going forward, we will add features that will make Rolo a great professional network.