Software companies usually offer free trials that attract potential users of their software to their websites. But if that software is not really easy to use, the potential customers move on to other websites. Large numbers of them leave a site -- if they have questions, if they’re asked to download communications software, or if they have to wait for customer service.
Tampa’s ThinkRTC, short for Think Real-Time Communications, is working to change that. “We automate the process of talking to your customers. Our product builds right into your website,” says Masud Hossain, Co-Founder and CEO.
ThinkRTC was developed last November during Startup Weekend by Hossain, Yusuf Shajahan, Stephen Hong and Jonathan Li, who met through their families or the University of South Florida. The company is growing 85 percent each month.
“It [the software] keeps your users from leaving [your website] and lets your business communicate instantly,” he says.
Hossain, who earned a bachelor’s degree from USF with a double major in biochemistry and physics, had been working for a software company that was having a hard time retaining its signups. When a customer wasn’t willing to connect with the software company on Skype or Google Hangouts, he or she “was falling off the face of the Earth,” he says.
Email was worse. “If businesses don’t migrate from email to real-time communications, they’re going to lose business,” he asserts.
Real-time communications is simpler – and it also avoids a 24-hour lag time often associated with emails. “They don’t want to have to wait for 24 hours,” he says, “because in that 24 hours they’ve probably found someone that’s better than you.”
It’s “very rare” for a company to have its screen-share capabilities like those available from ThinkRTC’s $25-a-month-per-agent subscription service, he says.
“A lot [of users] have to download software to do that,” he explains. “It makes it harder for the customer.”
ThinkRTC’s service can be up and running after copying and pasting a line of code into a company’s website. It doesn’t matter what type of computer, browser or software is in use, he says.
The service lets the business and customer share the screen and computer, as well as engage in video chat. A ThinkRTC app allows communication on the go.
Initially ThinkRTC was seeking customers in the software niche, but they’ve found it can help people in other industries too. “We noticed that lawyers and doctors were using our product, as well as car dealerships,” he says. “It’s more useful if clients stay at home where all their documents are.”
ThinkRTC can automate workflow by allowing customers to submit documentation online through the system. “One lawyer just stays at home now. He’s just doing everything online. It’s automated his work process completely,” Hossain says.
The company working out of USF’s Student Innovation Incubator is seeking $1.2 million in capital primarily to market and sell the service. Though they visited Silicon Valley and were offered funding, the founders were all born and raised in Tampa and want to keep the technology here. “We want to make a name for ourselves here in Tampa,” he says.
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