In today’s fast-paced business landscape, growth is essential for companies striving to make a meaningful impact. Without sustained growth, businesses struggle to secure the resources, attract top talent, and maintain the loyal customer base necessary to drive change. However, growth needs to be strategic and thoughtful, as companies must balance rapid expansion with long-term sustainability. TechSee, a Herzeliya-based technology company, has adopted a unique approach to growth, offering invaluable lessons for startups looking to scale.
Solving Real Problems: The Foundation of TechSee
Many startups begin with a simple goal: solving a problem that causes personal or widespread frustration. Eitan Cohen, the founder and CEO of TechSee, experienced this firsthand. The company’s journey started with a personal challenge when Cohen was unable to remotely assist his mother-in-law with a malfunctioning printer. “People can’t communicate problems effectively over the phone,” Cohen explains. “I realized there had to be a better solution.”
His frustration led to the birth of TechSee, which aims to revolutionise customer support by enabling remote assistance through visual technology. By allowing support agents to see what the customer sees, TechSee improves troubleshooting efficiency and customer satisfaction, reducing call durations by up to 50%. This solution empowers contact centre employees to focus on customer engagement and sales rather than being bogged down by lengthy troubleshooting sessions.
Leveraging Expertise: A Competitive Edge
For any startup to succeed, the founding team must possess deep knowledge and experience in the field they are entering. Cohen, having spent over two decades in the customer service industry, was uniquely positioned to address the problem he had identified. His experience highlighted a gap in customer support: the need for visual perception in solving physical product issues.
By taking a picture of the device in question, customer service agents can guide users through the troubleshooting process, ultimately saving time and reducing operational costs. TechSee’s visual technology allows agents to guide customers remotely, pinpointing issues that might otherwise remain unnoticed, such as a misplaced cable or damaged component.
The company’s early success came after testing its solution with potential customers, leading to two orders within minutes of the initial product presentation. This rapid market validation allowed TechSee to scale quickly and solidify its position as a leader in visual customer support.
Streamlining Growth: Adding Customers with Ease
Once a startup has attracted its first customers, the key to sustainable growth lies in streamlining the process of acquiring more. TechSee did this by creating an automated platform designed specifically for call centres. Through augmented reality, the platform helps support agents provide real-time solutions to customer issues, making the process more efficient.
According to Cohen, this technology allows agents to “see what the user sees by text messages,” helping them resolve issues more quickly and accurately. TechSee’s platform also leverages artificial intelligence (AI) to identify common customer problems, which it then automates for future use. For instance, the company developed a self-service app that guides users through troubleshooting steps based on the most frequent issues identified through its data.
This combination of AI and automation makes it easier for TechSee to handle a growing customer base, without sacrificing quality of service.
Expanding Horizons: New Applications for Visual Technology
To sustain growth over the long term, startups must continually innovate and find new applications for their solutions. TechSee has done this by expanding its visual technology into multiple industries, including telecommunications, manufacturing, home security, and consumer electronics.
For example, Cohen describes how the platform’s visual perception technology helps customers identify specific parts for home appliances, such as window fittings, by simply pointing their camera at the device. This functionality extends to more complex systems, including HVAC units for home builders, restaurants, and supermarkets.
By diversifying its offerings, TechSee ensures its continued relevance across various sectors, positioning the company for sustained growth and market expansion.
Lessons for Startups: Growing Smarter, Not Harder
TechSee’s growth trajectory provides several key insights for startups looking to scale:
- Solve a Real Problem – Start with a genuine pain point that affects you or a wide audience. By addressing a real need, you’ll build a product that people are eager to adopt.
- Leverage Expertise – Use your industry experience to give your company an edge in solving the problem more effectively than competitors.
- Automate Growth – Make it easy to add new customers by streamlining operations and leveraging technology like AI and automation.
- Innovate Continuously – Don’t stop with your initial solution; find new uses for your product in different industries to ensure long-term growth.
By following these steps, startups can grow faster while maintaining the quality and efficiency necessary for long-term success.
Conclusion: A Roadmap for Startup Growth
For startups aiming to grow rapidly while making a positive impact, TechSee’s approach offers a clear roadmap. The company’s focus on solving real-world problems, leveraging deep industry expertise, and continuously innovating has allowed it to scale efficiently. Startups that adopt these strategies can not only grow faster but also create lasting change in their respective industries.
