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Gaurav S.
Building Communication Platform For Customer-Facing Teams | SaaS Labs | JustCall
Gaurav S. is a serial entrepreneur with a track record of founding and leading successful ventures.
He holds a B.Tech in Chemical Engineering from the prestigious National Institute of Technology Warangal.
Gaurav has extensive experience in the tech industry, having served in various roles such as Founder & CEO, Angel Investor, and CTO.
He was a Member of the Forbes Business Council, showcasing his influence and expertise in the business world.
Gaurav's entrepreneurial journey includes founding JustCall and SaaS Labs, both of which have made significant impacts in the tech startup ecosystem.
As an active angel investor, he has supported numerous early-stage startups in India and the United States.
His contributions extend beyond entrepreneurship, having worked as a Financial Analyst at UBS Investment Bank.
Gaurav's involvement in successful acquisitions, such as HelloSociety acquired by New York Times and Pinpuff acquired by Science, Inc, highlights his strategic acumen and vision.
Highlights
"Because it won't work for you disgusting dot head Indian piece of shit."
This morning, I woke up to this insensitive message from one of our JustCall trial users to our customer support rep (FYI, all customer support emails are also forwarded to my inbox).
It's not a great start to a day when this is the first thing you read in the morning. But it definitely added more weight and significance to the whole mission and thesis with which we started JustCall and SaaS Labs over 8 years back—the agents are super under-loved and underserved. And we are going to solve that.
Sadly, this is not an isolated incident. For too long, customer service agents have endured high levels of anxiety and stress due to abusive, racist, and dehumanizing treatment from a minority of customers.
It's time for change. That's why I'm launching Agent Shield Initiative - an initiative to promote Support and Help for Integrity, Equity, and Lasting Dignity for Agents (SHIELD).
To kickstart this initiative and create a meaningful impact, we are pledging an initial contribution of $50,000 to build and grow the Agent Shield Initiative.
Our plan forward is to establish a system to report and track incidents of agent abuse, making this information publicly available along with 5 other sub-initiatives (more detail available on our website - website link in first comment)
I invite businesses, individuals, and organizations to join us in this crucial initiative. Together, we can create a more respectful, equitable, and dignified environment for customer service agents worldwide.
No one should face abuse or discrimination in their workplace. With Agent Shield, we're taking a stand. Will you join us? I will post the link to the website in the first comment.
Also, please tag or share this initiative with all the business leaders and customer experience leaders in your network to help us spread the word.
cc: Anushree Tayade Priyanka Tuteja Deren R. Aditya Murari Rajit Joseph Gaurav Nanda Anand Malto Tarandeep Singh Navaneet Madhoor
Let's talk about journeys.
The JustCall journey started with a vision to create a platform that makes sales and support agents' lives easier and help businesses grow. We spent countless hours chatting with salespeople, understanding their struggles, and brainstorming ways to make their lives easier.
Seeing JustCall become a go-to tool for so many businesses is truly humbling. But here's the thing: this isn't just our journey, it's yours too. We've been glued to your feedback – the good, the bad, and the "wouldn't it be cool if”. We hear you, loud and clear!
The JustCall team has been on a mission for the past few months. We've been dissecting how you use JustCall, diving deep into industry trends, and pouring our hearts into crafting something revolutionary.
We're calling it Project Apex! 🚀
Think of it as a UI redesign that reduces the clicks needed to get the job done, along with thoughtful quirks designed to deliver a big impact in less time.
Over the coming months, we'll share exclusive sneak peeks, behind-the-scenes updates, and stories from the team. We want you to participate in this process, give us your feedback, and help shape the future of JustCall.
We believe that #uiuxmatters and are committed to creating a customer communication platform you'll love using every day. Join us on this exciting adventure, and let's redefine how long an agent takes to get the job done. 🏎️

