Skosay Enables Customer Service Through Engagement

December 3, 2014

10:00 am

We’ve all had bad experiences with businesses – big or small. Either the item we ordered doesn’t work, or the service falls short, or we got charged for something we didn’t want. In most cases we are willing to forgive, accept our refund, and move on. Often we will come back to the business, open up our wallets again and give them a second chance. But that only happens when they have made us feel like we’ve been heard, when the customer service experience has been delightful, when someone has picked up the phone on the other side and treated us with care.

There is no doubt that customer service is critical for the reputation and brand value of any business of any size in any industry. But the customer service model is broken. Primarily because a) businesses do not make it easy for customers to engage with them and b) there is no efficient way for businesses to listen to and communicate with customers in real time.

Skosay is here to change that.

Skosay is a private, two way channel designed for customers and businesses to interact with each other in real time. It is a mobile and web-based platform that allows customers to identify a business, write a comment and submit feedback anonymously and quickly. This is game changing because current methods of engaging with businesses include the 800 number, physical comment cards or social networks like Twitter and Facebook. These methods are antiquated, inefficient and do not allow for consumers to communicate directly, easily and anonymously (which is often a requirement).

Business managers on the other side get instant alert when comments are received and can review and respond in real time. This is huge because getting in front of negative feedback and resolving customer issues quickly is a big factor in delivering great customer service experiences. In addition to taking quick action, managers are also able to receive reports, insights and analytics on consumer behavior and trends.

We caught up with founders Juston Urso, CEO and Jason Kohrig, COO; and here are a few excerpts from our conversation with them:

What’s your crazy, long-term, huge vision?

We want to build 500 jobs in 5 years here in Northwest Arkansas and have a portfolio of successful products underneath our company over 10 years.

How do you keep your team motivated?

We are a small team now and have common goals, which keeps us motivated. I have found that setting these goals early on establishes that motivation but I know that as we grow it will be important to find different avenues of motivation. – Justin

What do you wish someone had told you about startup life?

To do it early. While I appreciate that I have this experience, I would have loved to get in the startup community as a side project to get a feel for the pace and style. – Jason

What’s your biggest personal weakness, and how do you make up for it?

Taking things too personal. Leveraging my trusted advisers to level set my expectations quickly and letting go of any negative aspects. – Jason

How do you unwind on the weekend?

Usually on the weekend you will find me spending time with my wife and our dog outdoors. I try to engage in some sort of meditation exercises as well to help unwind. – Justin

What’s the best entrepreneurship book you’ve read and why?

The Great Game of Business by Jack Stack. Jason and I had the chance to have drinks with Jack this year and he changed the way I look at business and manage employees. – Justin

What’s one quirky fact about you, your team, or your office culture?

Jason can add a sports analogy to any situation and one quirky fact about our team is, well, we love karaoke. – Justin

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Zainab loves building digital products. She cofounded and ran TappedIn – a social discovery tool focused on helping people build meaningful relationships – for 3 years and currently heads up the social and mobile suite of products at Fishbowl Marketing.
Previously she has managed product design and operations at The College Board, developed enterprise solutions for Capgemini Consulting and worked in ground breaking SAP technology with Satyam Computer Services.

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