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Rackspace Startup Program Spotlight: FastCustomer

We’ve all had the experience of being “on hold,” and are too familiar with the robotic voice that says, “the average wait time is… thirty… nine…minutes,” followed by monotonous on-hold music and endless marketing pitches for a product that has your blood pressure peaking. FastCustomer makes customer service and sales calls feel better for everyone involved by eliminating “Waiting on Hold.” FastCustomer’s iPhone and Android app, targeted sponsorship spots, and web-based call-back module bridges the gap between companies committed to their customers, and customers who make value-based purchasing decisions.

Co-founder and CEO Aaron Dragushan was waiting on hold with Comcast one day and thought, “Why do I have to wait on hold, anyway? Why can’t machines do the holding and then connect the humans together when each party is ready to talk?” Aaron then talked about this idea with Paul Singh, FastCustomer Co-founder and now a principal at 500 Startups who built a prototype to prove the concept. Aaron and Paul asked Stephanie Hay to attempt a call to AT&T using the prototype they had built. She did, her phone rang a couple minutes later with an AT&T rep on the line, and her mind was blown.

“I wanted to be a part of this thing. It made me smile, and I knew it would do the same for so many other people, too. It was on like Donkey Kong from that point forward,” explains Stephanie Hay, Co-founder of FastCustomer. “We’re taking the pain out of calling customer service, and we’re helping companies understand their customers’ emotions, call behaviors, and a reason for calling, all before a call even happens. It’s just incredibly rewarding to know that we’re making people feel awesome – from the individual initiating a call to the rep answering that call, all the way to the call center manager who wants to innovate and be a leader in a new era of customer service.”

Hay goes on to say, “We’re fortunate to have several early adopters who are using our technology to immediately understand their customers and how they’re performing against their competitors. So we’re learning a lot from these folks and continually evolving our B2B products. Our free native apps are extending, too, so more individuals can use FastCustomer regardless of which particular device they’re using. It’s exciting stuff and our team is pumped to keep running. We’ve got big plans to shape great customer service experiences for everyone on Earth, and each day in 2012 will be instrumental in continuing to achieve this greater vision.”

Consistently iterating, learning, exceeding customers’ expectations, and making the entire user base smile is mission critical for FastCustomer. Every customer service and sales call feel so much better by eliminating “Waiting on Hold.” Within the Rackspace Startup Program mission critical is exceeding the entrepreneur’s expectations and help our companies in the program by providing world class Cloud Computing products and services from Rackspace.

Want to find out how your startup can become part of the Rackspace Startup Program? Contact us today.

About the Author

This is a post written and contributed by John McKenna.

John McKenna loves startups and is a Space Cowboy with the Rackspace Startup Program. He also crafts customer stories and produces really cool videos for the Customer Reference Program. John enjoys telling stories through his writings…and loves the beach, the ranch, his dog Blue and most of all his three beautiful daughters.


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