..a small but growing number of Americans like Smith are prepared to bypass US companies and directly hire tech-support in India. Smith (name changed) belongs to the baby-boomer generation that grew up without computers or mobile phones. Like many of that generation, she has the money to buy the latest gadgets but is not comfortable experimenting with them....
...iYogi also differs from outsourcing companies in some crucial ways. For one, you won’t find a technician adopting a fake accent while handling customer calls. “We were clear from day one on our goal to build a proud Indian company that offers tech support service with our true identity revealed upfront,” says Challu. “Using fake names and impersonating someone you are not… is a flawed business model.” Along the way, the company has evolved the mindset of a fast-moving consumer goods company.
...Now the moment a customer purchases a laptop from www.walmart.com, he is sent a co-branded plastic card along with a letter offering a free service to move old data to the new machine, set up a wireless connection etc. When the customer calls, iYogi will provide the required service but also pitch its annual subscriptions.
Arun Natarajan is the Founder & CEO of Venture Intelligence, the leading provider of data and analysis on private equity, venture capital and M&A deals in India. View free samples of Venture Intelligence newsletters and reports. Email the author at email@example.com