News : Helpchat Lays Off Employees as It Pivots to New Business Model
Bengaluru, India, Oct 12, 2015 -- Bengaluru-based Helpchat, a chat-based personal assistant app with operations in Delhi, Mumbai, and Bengaluru, reportedly laid off around 150 employees on Saturday.
Following news reports, paired with a social media backlash by disgruntled employees, Helpchat founder Ankur Singla published a blog post on Sunday explaining the reasons for the layoffs - primarily due to a change in business model from a consumer complaint resolution platform (Akosha), to a personal assistant app.
Helpchat has also downsized its work-from-home program for chat experts. Singla writes that they were struggling to bring accountability among their work from home chat personnel. "Everyone says that failure teaches you more than success but it's never pleasant while you are in the middle of it," He wrote.
Ex-employees have taken Helpchat's Facebook page to vent. One of them asks why employees were sacked after being appointed in August, and why work from home employees were not evaluated on performance while being laid off.
"As we evolved, there were 2-3 teams from the earlier model (call centre, quality etc.) who we tried hard to scale up and help become relevant within the new reality of the company. We were able to do that for almost half of the people, but that still left some others who couldn't make the cut." Ankur wrote on his personal blog.
A spokesperson at Helpchat declined to comment on the exact number of layoffs, but said that reports that they were running out of funds were unfounded. Helpchat had said that it had 600 employees when it acquired hyperlocal discovery platform Niffler in late September, adding 30 personnel from the Mumbai-based startup.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Maintaining Customer Notes
Helpchat is a chat based personal assistant app.
Published: Tuesday, October 13, 2015
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s...
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.