First of all, how are you and your Family doing in these COVID-19 Times?
Ankit Jain: Like most people, we all are staying at home and working from there only. Thankfully, my family members and I are safe and healthy. Since early March, when we decided to shift our company MyOperator to remote working, we have spent most of our time at home, going out only for essentials. At present, that’s one of the best ways to contribute to our shared fight against the pandemic.
Tell us about yourself, your career. How you Founded MyOperator?
Ankit Jain: From my early days, I have been very passionate about technology and what we can create with it.
While studying computer science at Birla Institute of Technology, I knew I wanted to start something big and beautiful at the back of technology that can make the lives of people easy in some way.
After completing my graduation, I was eagerly looking for a business idea that’s worth pursuing. That’s when I got to know that 80% of the business transactions happen over calls. In that number, I saw a lurking opportunity to fine-tune customer interactions with businesses over calls and create efficient sales and support teams.
Working on that idea, I co-founded MyOperator with my brother Partik Jain in 2013. MyOperator is a cloud-based call management system.
It’s been about 8 years now, we have grown from a team of two people to a team of about 200 now serving more than 6000 customers in 60 plus countries. We bootstrapped MyOperator and have not raised any penny so far. I think our hard work, shared vision, and efforts of our incredible team made it happen.
How does MyOperator Innovate?
Ankit Jain: I think regular feedback from our customers is the most important factor in our approach to innovation. After all, they are the end-users of our products. Our customers use our call management system daily, and they are the best people to look up to for areas of improvement and innovation.
We collect feedback and suggestions from our customers using different modes of communication and compile all feature requests in one place. Before adding any new features to MyOperator, we make sure that it aligns with our mission of helping businesses sell more and serve more. That approach ensures that we are putting our efforts in the right direction.
Besides, we keep organizing internal brainstorming sessions with the entire team. A few of the best features of MyOperator have come from there. Participation from everyone keeps our team spirit and motivation alive, which is very important for innovation. An unmotivated team can keep us going, but it takes a motivated team and a purposeful mission to innovate.
How the Coronavirus Pandemic affects your Business, and how are you coping?
Ankit Jain: Like all businesses globally, Coronavirus pandemic severely impacted our business, most importantly, how we work.
In early March, when the Coronavirus outbreak was at the initial stage in India, we anticipated a lockdown was coming. So, with quick planning, we decided to shift to work from home. While our sales and support team was already using our inhouse cloud-based call management system, which enables them to attend customer calls on their mobile devices. At MyOperator, for all other business processes, we’re already using cloud-based apps only. So, the transition was smooth.
Throughout the lockdown, we have been helping other businesses to move to remote working by shifting their business communication on the cloud. For example, using MyOperator, India’s leading eyewear company Lenskart was able to shift its sales and support team of more than 1000 people to WFH.
During the Coronavirus pandemic, we have also been fortunate to help medical institutions, NGOs, and volunteer groups fighting the situation on the front line. With the MyOperator helpline system, more than 30 Corona helplines were issued to different hospitals, clinics, and companies, including prominent organizations like All India Institute of Medical Sciences of New Delhi, PwC India, Aayu App from MedCords, Rashtriya Sewa Bharati. We have seen thousands of people get medical as well as non-medical support by calling toll-free on these helpline numbers.
Recently, using MyOperator, a group of students from IITs and IIMs launched a job helpline in Delhi-NCR to help COVID-19-affected workers find jobs.
So, this pandemic has led us to see people using cloud telephony systems in unimaginable and incredible ways, not only for their business but also for doing good to others.
Did you have to make Difficult Choices, and what are the Lessons Learned?
Ankit Jain: As founders, we always have to make choices, and some are always tougher than usual. The biggest lesson learned is how to make decisions. I have created a thumb rule for making decisions. Imagine the consequences of both choices in the longer term (say 3 years) and compare which decision looks better and happier. I love to think backward from what I want to what I should choose.
How do you deal with Stress and Anxiety? How do you Project yourself and MyOperator in the Future?
Ankit Jain: I am a morning person and start my day early at 5:30. To kick start my day, I do yoga and swimming. Yoga and swimming have been my favorite stress buster technique for years. Starting my day early also makes me feel calm and relaxed.
At MyOperator, we share a vision to help a million businesses with technology and process so that they can efficiently sell more, serve more. In the future, we see MyOperator as the prime and vital business tool for sales and service and a leader in the global cloud telephony market, re-defining call management.
Who are your Competitors? And how do you plan to stay in the Game?
Ankit Jain: While we have our roots in India, we face competition on a global scale. After all, a cloud telephony solution is an online product that people can buy sitting anywhere from any company, regardless of location.
I believe that to set ourselves a leader in our industry, keeping an eye on our competitors is only one aspect. Even more important is to listen to our customers 24*7, be there for them, and keep innovating based on external forces, customer demands, as well as our own creativity. I think our own creativity and how deeply we care for our customers is what sets our product apart from competitors and builds an emotional connection with our customers.
Your Final Thoughts
Ankit Jain: I wish that this pandemic situation gets over soon. Throughout this tough time, we have supported the community in all possible ways we can and will continue to do so. I also want to thank all the frontline workers for all their hard work in fighting against the pandemic. I am positive that we’ll overcome this situation soon. In the meantime, we must perform our respective duties at our best and contribute to making the situation better for all stakeholders and society. The best days of all are ahead of us.
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