Amongst a rapidly expanding digital landscape, KoolSpan is committed to creating secure, user-friendly communication solutions.  

We recently spoke with Tang Lam, VP of Product and Quality, who leads the charge in marrying rigorous security protocols with intuitive user experiences. 

From navigating the latest cybersecurity trends in Zero Trust Architecture and cloud security, to ensuring regulatory compliance across the world, Tang provides insight into how KoolSpan can keep users first without sacrificing quality or security. 

Thank you for taking the time to speak with us, Tang! Let’s start by briefly introducing your role at KoolSpan.  

As VP of Product and Quality at KoolSpan, I focus on aligning our product vision with quality standards to deliver exceptional user experiences.  

I work closely with cross-functional leaders in the Engineering, Product, Operations and Support teams to drive product development, address customer needs, and uphold a culture of quality across all stages of the product lifecycle.  

Have you noticed any emerging cybersecurity trends that are shaping the product landscape?  

There are three trends that immediately come to mind as central to KoolSpan’s mission to safeguard personal data: Zero Trust Architecture, Data Privacy & Protection, and Cloud Security Enhancements. 

Each of these trends reflects the growing complexity and demands of data security, and we’re continually advancing in these areas to protect sensitive information and adapt to our customers' evolving needs.  

What’s your approach to keeping up with the regulatory environment and compliance requirements across different regions?  

We are always proactive when it comes to meeting and exceeding regulatory and compliance standards, making sure to align closely with the requirements of partners and customers worldwide.  

Our product and engineering teams meet regularly to ensure these requirements are central to each development cycle, embedding security and compliance into the foundation of every release of TrustCall. 

Beyond development, we conduct rigorous penetration testing using advanced commercial tools across client and server environments. This allows us to identify, prioritize, and address any vulnerabilities, continually enhancing our security measures with each product release to meet industry standards and customer expectations.  

Working in such a high-stakes industry, how do you balance competing priorities, such as the trade-off between user experience and the need for robust security?  

It’s all about prioritizing security while not complicating matters for the user. At KoolSpan, we embed security right into the product from the start, in such a way that, if possible, it's invisible in day-to-day use. 

We understand that the layers of necessary protection that come with solid security can sometimes feel like hurdles to users. That's why we design innovative encryption algorithms to work harmoniously in the background, delivering strong security without interrupting the user experience.  

Striking this balance isn’t easy, but we’re committed to developing products that meet high security standards, while remaining intuitive and accessible for our users.  

To what extent is customer feedback involved in the product development process? 

Customer feedback is integral to TrustCall's product development process. Thanks to multi-channel questionnaires, user interviews, support tickets, and direct customer interactions, we’ve been able to to identify common pain points and desired features for enhancing the product. 

For example, many of our previous customers have requested LDAP Integration to ease user management and strengthen access control in high-security environments. In response, we’ve prioritized LDAP support, enabling organizations to integrate TrustCall with their current directory services, making user management much easier. 

How do you ensure TrustCall remains user-friendly while existing in a complex industry? 

Keeping TrustCall user-friendly requires a balancing act between robust functionality and simplicity. To achieve this, we prioritize thoughtful UI/UX design while gathering user feedback to understand how they're interacting and what friction points they're hitting.  

Our Product and Development teams work closely to ensure that advanced security features are integrated seamlessly, providing strong protection while never sacrificing usability. 

We also perform iterative testing, release frequent updates, and carefully monitor user feedback to modify features by actual use. This allows us to refine TrustCall always to be secure and intuitive.  

By continuously improving through the insights of users and rigorous testing, TrustCall remains user-friendly while meeting the high standards required of our industry. 

What interests you most about the future of the industry, and the role KoolSpan plays in it?  

What excites me most about the future of the secure communications industry is the accelerating demand for privacy and data security across every industry vertical. 

As cyber threats continue to evolve, and as worldwide regulations on privacy are extended, valued individuals and organizations increasingly place a high value on secure, reliable communication tools, such as those provided by KoolSpan. 

KoolSpan is well-placed to lead this transformation with TrustCall and help define what it really means for communications to be private. I’m particularly excited about our work in making secure communications accessible, user-friendly, and adaptable across various environments—from enterprise to government sectors. By continuously innovating to stay ahead of new security challenges, KoolSpan not only protects critical conversations today but also sets the standard for a future where privacy and security are the norm rather than the exception. 

Thank you, Tang!