Meet Urmo, our product manager

Hello!

I’m Urmo, Product Manager at Touchpoint. Nice to meet you! In this post, I’d like to share my experience with TextMagic after almost a year and what inspires me about Touchpoint software and the team.

Vision

First things first, I will lay out our vision. I was drawn to the challenge Touchpoint is trying to solve – enabling businesses to communicate better with their customers and bringing all communication channels together in one environment.

We aim to help companies create a 360-view of customer communication for sales, marketing, and customer support teams.

I have often seen disconnected teams in my personal and professional life. Product, customer support, and sales must be aware of what each other is doing. Right now, information is split between environments. Most tools fail to provide a holistic picture of the customer experience. Touchpoint addresses this problem very well.

Touchpoint UX and design

I have always appreciated a good user experience and design. I launched a Smart-ID digital identity and digital signing service in my previous job. We put a lot of effort into creating a great user experience. This was one of the key reasons for Smart-ID’s success, which has also led to more than 4 million Smart-ID users today. 

Excellent design and UX are Touchpoint’s strengths, and I saw that our values aligned here. Sometimes it feels like we’re splitting hairs when polishing the design, but it’s worth it, and our customers appreciate what we do.

The team behind Touchpoint

The Touchpoint team grew more than 3 times, from 14 to 47 members last year. Most of our new colleagues are working on the development of Touchpoint. We are also improving TextMagic in parallel and are scheduled to launch an improved UI and UX of our business texting solution within the next six months.

You can read more about the challenges and roadmap for developing our software development team from this article.

I want to take this chance to point out the team’s professionalism. Working with experts in their field, like Alexandra, is a pleasure. This applies to the product team, marketing, and technical team. 

If we lack in-house expertise in a particular area, we bring in the necessary expertise from outside. We address this by finding the right consultant, outsourcing, or expanding our team with new people. It’s also essential for me that we have the necessary freedom for self-development in different ways.

I love what I do and see it’s the same with my team members. We are passionate about what we do and are willing to go the extra mile for excellent results. You can see that people enjoy what they do and work hard every day to give their best. 

Everyone has a get-things-done attitude. We’re quite a small and efficient team, and I really like how we’re focused on results and moving forward quickly. It’s enjoyable to see that when a new idea comes along, it can be implemented in a week or two.

Goals and product roadmap

The team is working towards common goals set for this year and the next. In my role as a product manager, clarity is key: 

• Clarity about who we are making the product for 
• Clarity around our longer-term goals 
• Clarity around our priorities

I believe we are doing quite well with this clarity and moving as a united team toward our goals. We’re not afraid of big goals – both in growing our existing business and launching Touchpoint. Textmagic has expanded its business by 20-30% per annum over the last few years and is committed to growing sustainably in the coming years. 

With Touchpoint, we are entering a highly competitive space and going head to head with the big players – HubSpot, Intercom, Zendesk, Fresh, Salesforce, and Pipedrive. Many small and medium-sized businesses need customer support, CRM, and marketing tools, and we are creating a product that is easy to use and that customers will love.

We’ve put information about the product on the Touchpoint.com website. I’d love to hear your feedback on the development and what we could do to make it even better in the future. Or better still, look at our vacancies if you’d like to join the Touchpoint team. Let’s enable businesses together to increase their customer engagement!

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Urmo Keskel

Product manager

I'm passionate about product-led growth.