In conversation with Mohammad Imran Shaikh – Founder & CEO at TrustSignal, Saarah Fatima – Co-Founder & CMO, and Tushar Mitra – Co-Founder & CBO, as they discuss TrustSignal’s journey in the communication solutions industry and how they are revolutionizing enterprise messaging globally
Tell us about TrustSignal’s core offerings, regions it serves and the industries it caters to?
Saarah: At TrustSignal, our goal has been to provide our clients worldwide with safe, dependable, and creative communication solutions since inception. Today, TrustSignal is known for its proficiency in omni-channel communication and A2P SMS, along with our call solutions, email, WhatsApp for Business, OTP alerts, RCS messaging, and SMS.
Currently we serve more than 200 businesses and 300+ direct-to-consumer brands worldwide as we are able to seamlessly integrate with top CRM platforms along with alliances with top international operators. As a reliable partner for Google’s Vsms and Meta’s technology, as well as an ISO 27001-certified supplier, we enable organizations to interact successfully and efficiently.
We have operations spread out in India, USA and the UAE and we are dedicated to revolutionize communication for our customers. We are absolutely delighted to be trusted by our clients for scalable CPaaS solutions backed by reliable infrastructure, consulting, along with round-the-clock support. We provide instant assistance without the need for a ticketing system and dedicated account management.
How has your platform evolved since inception, to meet global demands and to help your clients scale?
Imran: We have continuously evolved to meet the growing demands of a global market and help our clients achieve scalable, sustainable growth. Initially launched as a core communication platform, we have since expanded our capabilities, integrating multi-channel communication solutions, enhanced data security features, and advanced analytics to support diverse business needs.
To empower clients on a global scale, we also focus on improving reliability, expanding geographic reach, and ensuring regulatory compliance across regions. Today, our platform supports businesses in delivering seamless, personalized communication experiences, enabling them to scale efficiently and adapt to dynamic customer expectations worldwide.
Our scalability expertise is reinforced by the API-driven architecture, which integrates easily into existing client systems, from SMBs to large enterprises. This allows us to ensure flexible growth and seamless adaptation to changing market needs.
We are continuously innovating, through regular feature updates, responsive support, and a dedication to future-proofing our platform to adapt to emerging technologies and industry trends. In the process, TrustSignal continues to empower businesses to expand their reach and engage effectively with a global audience.
Depending on the regions you serve, can you tell us about your approach to regulatory compliance and data protection standards?
Tushar: Absolutely, regulatory compliance and data protection is a top priority. We comply with various regulatory and data protection standards in every region we serve. Our ISO 27001 certification demonstrates our dedication to strong security procedures and an architecture that complies with regulations, protecting customer data using a framework that is accepted globally.
We have modified our processes and procedures in line with local laws to guarantee complete compliance. Our team is regularly updated on new norms and changes in data protection regulations across regions, so we can adapt quickly.
Also, in order to comply with local data storage regulations and enhance system performance, we give top priority to data residency and localization, employing region-based data centers. Our A2P messaging also complies with regional telecom standards, such as those established by TRAI in India, thanks to our telecom relationships.
Not only that, TrustSignal also offers committed compliance support to clients, enabling them to easily traverse regulatory environments. Our proactive strategy includes frequent staff training, ongoing regulatory change monitoring, and the deployment of security features like access limits and end-to-end encryption. This enables us to provide our clients with dependable, secure, and compliant communication solutions empowering them to interact with their audiences beyond geographical boundaries.
Can you tell us about the TrustSignal CPaaS Platform and secure transaction technology? What can clients expect from you in the coming years?
Tushar: TrustSignal’s CPaaS (Communications Platform as a Service) is a comprehensive, API-driven platform built to enable secure, scalable, and seamless communication across channels. A core focus of our platform is to empower clients with secure, frictionless transactions and high-quality, reliable messaging at scale.
Future Vision for TrustSignal:
- Advanced AI-Driven Analytics: TrustSignal is investing in advanced analytics and AI capabilities to give clients deeper insights into customer interactions and preferences. This will allow businesses to optimize their messaging strategies, create more targeted campaigns, and improve overall engagement through predictive analytics.
- Enhanced Security Solutions: As cyber threats continue to evolve, TrustSignal will stay ahead of security needs by integrating new tools for fraud detection, data masking, and compliance management. Our R&D team is constantly working to enhance security features, enabling clients to deliver trusted, compliant, and secure communications as regulations and threats evolve.
- Expansion of Communication Channels: With customers relying on emerging communication channels, we’re committed to integrating new channels like WhatsApp, social messaging, and in-app notifications into our CPaaS offering. This will allow our clients to reach customers in real time on the platforms they prefer.
- Greater Customization and Automation: TrustSignal’s future development will focus on making the CPaaS platform more customizable and automatable. Clients will be able to configure workflows, automate common interactions, and integrate with CRM systems for personalized and efficient communication at scale.
- Commitment to Sustainability and Compliance: In line with global standards and customer demand, TrustSignal is working on initiatives to enhance our platform’s environmental sustainability and reduce carbon footprint. Additionally, we remain committed to aligning with international compliance standards, making our platform suitable for clients in highly regulated sectors.
With the growth that TrustSignal has seen in recent years, how are you maintaining service quality and customer support standards?
Imran: With TrustSignal’s rapid growth, maintaining high service quality and customer support standards remain crucial. We’ve adopted a multi-faceted approach to ensure consistent quality and customer satisfaction as we expand.
1. Scalable Infrastructure: We have invested heavily in scalable infrastructure to ensure seamless performance during peak times. With globally distributed data centres and a robust, API-driven architecture, we can handle high traffic volumes and provide fast, reliable service, even as our client base grows. This infrastructure is paired with real-time monitoring and proactive maintenance to prevent downtime and ensure optimal service quality.
2. Dedicated Account Management and Support Tiers
We’ve developed a tiered support model, offering dedicated account managers for enterprise clients and specialized support teams who understand the unique needs of each business segment. Our customer success teams regularly check in with clients to assess needs, track performance metrics, and provide strategic guidance to optimize their communication strategies on our platform.
3. 24/7 Technical Support and Rapid Response Times
TrustSignal offers 24/7 customer support with expert staff available around the clock. To uphold service quality, we ensure rapid response times through internal group & no ticketing system.
4. Regular Quality Audits and Client Feedback Integration
To stay in tune with customer expectations, we conduct regular quality audits and collect detailed feedback through surveys and direct discussions with clients. We incorporate this feedback into our platform improvements, customer service protocols, and training programs. This helps us refine our processes continually, ensuring that our offerings align with client expectations and industry standards.
5. Transparent Communication and Proactive Outreach
We believe in transparent communication and proactively keep clients informed about any platform updates, maintenance schedules, or potential issues that may arise. Our customer success team regularly reaches out to provide updates, share best practices, and ensure clients are maximizing the platform’s capabilities.
TrustSignal’s approach to service quality and customer support is rooted in a commitment to scalable, reliable, and proactive solutions. By focusing on infrastructure, personalized support, and continuous improvement, we ensure that every client—no matter their size—receives consistent, high-quality support as we continue to grow.
