Volie Rally: Our Customer Success Reps Are Different

Hello and welcome back to another Volley rally. Today, Scott and I are going to talk about the third major pillar of our business, the customer success team and why that's been important to us so far. So, Scott, why was it so important to you to build in a dedicated customer success team?

Well, I mean, first and foremost, it's how we wanted to be treated. It, it just, it's terrible when you try to get support and you've got to put in a form. You get someone new every time who doesn't know your business, who you have to explain things to from, from the start, over and over and over again. People calling customer success reps just like we do. How could they be if they don't know your business? So, you know, if we were trying to practice the golden rule first and treat people how they want to be treated.

So what exactly differentiates what you consider customer success from normal customer service? You know, how do our team, how does our team go above and beyond what you would expect?

Yeah, I think most of our customers, if you ask them, they'd consider their success rep part of their team, a friend, someone who knows their business and it works to improve it. We have dedicated account reps. So when you sign up with Volley, you're going to get, you're going to do a getting started call and you're going to be introduced to someone who is going to be your rep throughout the entire time you're with Volley. They're going to set up the account for you and then with you, they're going to train all of your, all of your staff to use Volley and, and then work with you to build out the campaigns and the strategies that help grow your business. So how it's different than other people is it's the same person. They know your business. You don't put in a form, more than likely you've got their cell phone. We have a ticketing system, of course, that people use for questions. And our standard is of they have to be answered if they're in before noon, in the afternoon, and if they're in the afternoon, they have to be answered by the next morning. That is our standard that we measure to. But more than likely you're going to call your rep. We also have weekly calls with them with our customers. And I think it's probably quite a bit different.

Why was it something that you felt like you needed to start the business with, start Volley with and as opposed to kind of building that model over time?

The reason a lot of customers or a lot of companies don't have this setup is because they have their revenue model in place. It's really hard to change things once you get started. And we set out right at the start to, to do this because, again, this is how we wanted to be treated ourselves. So we built it into our revenue model. And in many ways, I would guess, a lot of companies that our customers use also, some of them have this model. Some of them are much more worried about the word scalable. Well, for our part, we didn't care about scalable. We did. Our goal is to do the unscalable, and our reps have 20 to 40 clients, depending on the size of their clients, and that's all they get. So we knew it was important from the outset.

Is there anything else that you think is important for our customers to know about the team?

Sure. Not only are we helping with setup and training, we're. We're benchmarking their customers against, like, size dealerships. And, you know, we, we look at our success reps as performance coaches. You know, Valley is growing pretty rapidly. And the neat thing is at the bigger we grow, the better benchmarking we can do. Also, they're just getting started. I know Liza's team has an extremely ambitious roadmap over the next year to improve their systems, what they do. And really, I know this was a short session, but, but this is, again, something we get questions on a lot. So thanks, Jake, for hopping onto the rally and, and, and, you know, letting us talk about this for a bit.

Totally. It's. It's an important topic and, and we hope it's another way that we can bring value to our partners here. So have a great day, everyone.

Yeah.