A Day in the Life of Truecaller’s Support team
Jun 16th, 20205 min readEdited on Jul 29th, 2020
Behind the scenes, the Truecaller support team helps people understand the app, and fixes any issues Truecaller lovers might be having. They pass feedback about the app to our developers, allowing us to improve the user’s experience.
In a digital world, our technical support team works entirely online, which makes a typical day from our agents very productive. Rashmi is one of the Customer Support Agents in our Bangalore office. She, like many of us, is working from home during the COVID-19 pandemic.
Nowadays, a normal day starts by…. checking emails.
In these testing times, I consider myself very fortunate to be able to wake up every day and have a job to do, to log in, to get to interact with my colleagues.
Things are much different than they used to be. Very basic chores like grocery shopping have become a task now. I try to minimize my contact with the outside world as much as possible. I have now realized that all of this is the “new normal” now and needs a lot of getting used to.
Every day I wake up, finish my morning routine, login, check my open emails and sweep through SLACK for any new updates. I eat at the times we normally would eat. I attend our daily team huddle, start working, take breaks when and where necessary, log off at my usual time. I then dedicate some time for myself, watch a few series on Netflix, read something interesting or thought-provoking and retire to bed, and watch more series online. (I struggle to sleep though and I don’t have a sleep schedule anymore). SIGH!
It is a lot different than before the pandemic.
I have accepted this to be normal now. I used to have a routine before. I used to sleep on time and wake up on time. While working from home (WFH) has many advantages, like saving commuting time, cutting down pollution, etc. WFH has its own drawbacks.
My morning tea/coffee was to be had at a certain time before, now I don’t even know how many times I drink tea just to keep myself awake throughout the day!
My team is extremely cooperative and productive throughout the day and we make sure we help each other when needed.
We understand the importance of effective communication and we are available throughout the day. We have tried to at least keep these factors consistent when working from home.
The support team is the frontline of Truecaller
We are the bridge between the entire organization and the users. I feel that customer support can either make or break any organization. A progressive company like Truecaller considers a customer-centric culture a core value. We avoid using ‘ticket numbers’ to address customer issues, we use their names and the issues they face, if any, with the app. We go above and beyond to help users, check with our developers if there is an ongoing issue and try to provide a faster resolution. Even the smallest feedback is taken into account and the same is relayed to the BU heads during support meetings that are conducted regularly.
Our users are crucial in helping us improve the app
We conduct regular support meetings where user issues and feature requests are discussed. As mentioned, no feedback/feature request is left untouched or ignored. We understand that our users are our strength. Every Truecaller user should feel like they’re involved in a one-to-one conversation with us and not just filing a one-off support ticket that isn’t treated as part of a broader relationship. We take these conversations with users seriously and relay the same to respective BUs and YES, with confidence I can say that the app has been developed due to these feedbacks provided.
There are two common myths that we hear from users all the time!
Since Truecaller is a very well known brand and service, there are bound to be rumours spread. Most of these rumours are completely false, and we take the time to speak with concerned people to bust those myths about how Truecaller works. There are two main rumours we address:
1. We saw on the dark web that Truecaller’s data was for sale. Do we sell user data? No, we do not sell user data.We assure you that there has been no breach, and Truecaller is safe to use. All user information is secure, and we take user privacy and the integrity of our services extremely seriously. Any misuse of our brand name to sell data will be taken action against.
One more common misconception is that we are a Chinese app and company. We’re not sure where this rumour got started, and we have no political agenda. But the correct information is that we are a Swedish company founded in 2009. Our headquarters are in Stockholm, and we have other offices located in India and Kenya. You can learn more about us on our website!
I miss working in an office setup
I miss having a schedule, my coffee breaks, my breakfast and lunch breaks with the team. We as a team used to order lunch together and eat together. The only advantage of WFH is I get to wake up and sleep whenever I want to.
We as a team are very active on SLACK and if any additional help is required, we don’t hesitate to call each other. We also created a separate channel just to post user queries and get a faster reply. Oh! and let’s not forget our morning team huddle, we have not missed it even for a single day after we started working from home. We have fun activities for the team every Friday, every team member indulges in these activities.
The support team is always here to answer questions and help with your Truecaller experience. They answer queries on our social media channels, such as Twitter, Facebook, and Instagram. For common questions, the FAQ page is also here to help.