For any growing e-commerce brand, customer support is the quiet weight nobody warns you about. Behind the scenes, small teams live inside an endless queue — the same shipping question asked for the hundredth time, the refund that needs delicate care, the angry message at 11 PM that you can’t unsee. The two obvious ways out both disappoint. Hand it to a basic chatbot, and your customers feel processed rather than heard. Hand it to a traditional BPO, and quality drifts, brand voice dissolves, and you are suddenly managing the manager.
It takes a profound understanding of this operational friction and a deeply humanistic view of what support should actually feel like to build a system that fundamentally fixes it. That is exactly what Sachin Jaiswal, Phani Yedavilli, and Kaushik Barodiya are doing with kim.cc.
With kim.cc, the team is building an entirely new category: the Agentic BPO.
The architecture under the hood is built on a conviction the rest of the industry is only now catching up to. Instead of chasing brittle, full automation, kim.cc deploys intelligent AI agents that do the heavy lifting, paired dynamically with human oversight. It plugs straight into Shopify, Zendesk, and Gorgias. The AI handles the repetitive volume, maintains context through a deep workflow memory, and ensures every reply is perfectly on-brand. But crucially, human experts hold the reins throughout, vetting the work before the warmth of a real conversation is lost.
The true moat here is that it refuses the false choice between efficiency and empathy. It doesn’t bury customers in scripted deflection. By automating roughly 70% of tickets and delivering five times the output per agent at a radically lower cost, it lets humans do what only humans can — manage the hard conversations and the moments that genuinely need care. It gives founders back the peace of mind of never dreading their inbox again.
The market? Over 200 Shopify and e-commerce brands already on board, and the vast global support market where genuinely exceptional service has always been out of reach for anyone but the largest players.
Sachin, Phani, and Kaushik are true change agents. They looked at the traditional BPO — one of the most unglamorous, heavily outsourced industries in the world, and instead of just selling software to it, chose to rebuild it from the inside out with AI. Watching our homegrown founders reimagine services as software and export it to the world is a wonderful reminder of the larger, unfinished agenda we are all part of. They are giving both brands and customers their momentum back.
Let’s celebrate the builders.
w/ Jay Ingle
