Oro enables gold loans for banks, NBFCs and other lenders across markets in India like Chennai, Andhra Pradesh, Telangana, Bangalore and Pune. Outbound calling is a big part of Oro's new customer funnel. But as the business started to scale, new challenges started to emerge: 1. Inefficient growth
Your best rep, Sarah, just quit. She lasted a few months - same as the last three hires. You're now scrambling to backfill while your pipeline bleeds. Meanwhile, your team lead is burning out training people who'll be gone by quarter-end. Your CFO wants to know
Infinity represents potential without limits, an idea that resonated deeply with us. We founded this company with the belief that businesses shouldn’t be constrained by traditional boundaries. With the right intelligence, growth can be exponential, and innovation can be infinite. That led us to the symbol ∞ — infinity. When rotated
Infinity represents potential without limits, an idea that resonated deeply with us. We founded this company with the belief that businesses shouldn’t be constrained by traditional boundaries. With the right intelligence, growth can be exponential, and innovation can be infinite. That led us to the symbol ∞ — infinity. When rotated
Outbound can be broadly classified into two types: cold outreach and warm outreach. This post focuses on cold outbound and how AI is reshaping it. What is Cold Outreach? Cold outreach is when your buyer doesn’t know you, yet you still follow a predictable formula: * Reach out to X
How Voice is Transforming Healthcare Operations Healthcare teams spend a huge chunk of their day on calls, coordination, and documentation. From verifying insurance to scheduling follow-ups, hours are lost to repetitive, manual conversations that could easily be automated. That’s where voice AI steps in. Modern voice agents are no
Every few decades, we see a shift, not just in products, but in what makes products possible. The last few years have quietly built the most complete creative and computational stack humanity has ever seen. Together, these technologies form a new foundation on which the next trillion-dollar companies will be
Through the Lens of Customer Support I wanted to understand what to build as LLMs evolve—so I mapped what the human brain does and where AI is catching up. The gaps between the two reveal where entirely new products become possible. To explain this better, I chose customer support
Voice is a commonly used modality for human conversation. The channels businesses choose to support customers depend on a few factors: * Phone: The default when urgency or anxiety is involved, or when back-and-forth coordination is required or when white-glove treatment is expected. * Email: Ideal when you need accountability or must
Thoughts, stories and ideas on building remarkable customer experiences
Outbound can be broadly classified into two types: cold outreach and warm outreach. This post focuses on cold outbound and how AI is reshaping it. What is Cold Outreach? Cold outreach is when your buyer doesn’t know you, yet you still follow a predictable formula: * Reach out to X
For decades, the browser has been our main gateway to the internet. Chrome, Safari, Edge, and Firefox are where we type, click, scroll, and search. But with AI tools like ChatGPT becoming more powerful, an interesting question arises: Could ChatGPT replace the browser? Let’s break it down. The ChatGPT
How Voice is Transforming Healthcare Operations Healthcare teams spend a huge chunk of their day on calls, coordination, and documentation. From verifying insurance to scheduling follow-ups, hours are lost to repetitive, manual conversations that could easily be automated. That’s where voice AI steps in. Modern voice agents are no
I’ve spent years building products in product roles, and now I’m walking the path of building a company myself. On the surface, it feels like a natural extension. You take your product skills, expand the scope, and apply them. But the truth is very different. The jump from
1. People will become more reviewers than creators. For example, All engineers will review code more than they write. 2. There will be multiple apps/tools for each use case. Anytime the cost of building something decreases, demand increases (Jevons' Paradox). We saw this with cars, Web 1.0/
Every few decades, we see a shift, not just in products, but in what makes products possible. The last few years have quietly built the most complete creative and computational stack humanity has ever seen. Together, these technologies form a new foundation on which the next trillion-dollar companies will be
Through the Lens of Customer Support I wanted to understand what to build as LLMs evolve—so I mapped what the human brain does and where AI is catching up. The gaps between the two reveal where entirely new products become possible. To explain this better, I chose customer support
Voice is a commonly used modality for human conversation. The channels businesses choose to support customers depend on a few factors: * Phone: The default when urgency or anxiety is involved, or when back-and-forth coordination is required or when white-glove treatment is expected. * Email: Ideal when you need accountability or must
Customer support has always been about one thing: helping people when they’re stuck. But the way we’ve done it has constantly evolved, shaped by technology and customer expectations. Looking back at its journey helps us understand where we are headed and it’s a future that looks very
Because great customer experience isn’t a solo act anymore — it’s a duet between humans who care and AI that actually remembers. After years of loyal (and mostly ignored) service, our FAQ page was let go. It never really listened. It repeated itself. And honestly, it was tired of
