587: How Customer Service Can Edge Out Big Competitors w/ Rahul & Varun Aggarwal

ABOUT THIS EPISODE

In this episode we talk to Rahul and Varun Aggarwal, brothers and Co-Founders of Designhill.

LinkedIn: https://www.linkedin.com/in/hellovarun/

LinkedIn: https://www.linkedin.com/in/raggarwal1/

Custom link: http://www.designhill.com/promo/b2b

Are you struggling to come up withoriginal content, weaken and weak out start a poncast interview, your idealclients? Let them talk about what they care about most and never run out ofcontent ideas again: Learn more at sweetfish media dotcom, Youwere, listening to the beatobegrowth show, podcast dedicated to help be to be executive, achieve explosivegrowth, whether you're looking for techniques and strategies or tools andresources. You've come to the right place, I'm James Carberry and I'mJonathan Green. Let's get into the show, welcome back to the bee to B gross show.Today we were joined by Rahool and Varon Argewal, Ravol and Varoon arebrothers and Co founders of Design Hill, guys welcomed o the show Tax Jonathan,looking forward to speaking with you today and sharing ideas and ourexperiences with you and your audience well, and- and we really appreciateboth of you taking time in your Schesule- we don't always get to dojoint interviews, but when we do obviously we're going to be tappinginto both of your areas of exbertise, I know we had gone back and forth withseveral potential topics for today's episode, but where we landed and whereI thought that our listeners were going to get the most value out of,especially because this is a relatively unique topic for our show is that thisidea that customer service can actually help you edge out big competitors, andI think that this is something that a lot of our listeners can sort ofappreciate and y there's. So much stiff competition. Sometimes you know you'retrying it you're trying to carve out a Nich for yourself you're trying to takeon these these bakimits. You know and you're looking for ways that you cansort of recapture that edge. So I think our listnerns are going to get a lot ofvalue of today's episode, but before we get into today's topic, Rhol, F Aron.Maybe you can tell her listeners a...

...little about yourselves and what youand the Design Hill teamer up to shore that Jonathan thanks for theintroduction we hav design, eal, O r. You know an online graphic designplatform. We help businesses of all kinds, small and big source graphicdesigns, Tat, affordable prizes. Luckily, over the last four year, pastfour years we've grown tremendously. We have fifty five thousand designersresisted with us on the platform from all over the world. We've had overfifty thousand businesses source graphic designs. You know for theirbusiness, whether th, that', loal designs or website designs, grocheres,packaging design, anything name it. As far as design is concerned. You know:We've held businesses, source them and you know help them with their marketingefforts. Hevp them grow their business and UH. You know when we're reallyexcited to be here today to speak with you about our experience, especiallywith the customers of his part, because it's so true for us, because we were arelatively new company when we started off in two thousand and fourteenwebased out of India, and you know wh, all our customers are in UK, Australiaor United States, and you know t ere's, a very big challenge for us to DecertOuour customers to convince our customers to use our service and, to behonest with you, the best marketing tool that we really found in terms ofgaining customer. You know graining new clients or retaining customers orattracting new customers. Was Our customer service and h. You know we'lllove to share their experience with you today about the different strategiesthat we employed, the different hacks that we use and how you know. CustomerService has really helped us achieve the goals, and you know bbb today, yeah,that's fantastic. I obviously you KN W you've seen success. You've grown yourcompany, but being co founders, you've als also seen at the inception at thebeginning. You know having to compete,...

...with wit, larger players, and you haveseen firsthand that customer service has been away for you to differentiayourself to one of the first points. I know that that you guys were going tobe making today. Is this idea of providing twenty four seven customersupport? So tells a little about your experiences, you know what what doesthat mean? What are we talking about here? Well, Jonathan, you know the kindof service that we offer. You know we are an arlane platform. Business ownerscome to us. Looking for designs, the whole process happens online. You knowwe have designers who are you know from fifty to Oh fifty, two countries. Soit's a process, that's on going twenty four seven and when the process isgoing on for Twn, you know twenty four seven, then you kn w. We felt that ifwe need to provide support to our customers all the time and a big reasonfor that was also because in a traditional manner, O businesses havebeen sourcing designs through hiring graphic designers or design agencies.But when you are trying to do that online, you need support, you need alittle handholding and we felt that the best way for our customers to achievethe desired results to our platform was if he were able to provide them tocustomer support service. Twenty four seven, you know. So if we have a tolfree number, we have a life chat. We have an email support system, we haveseparate teams managing each of these functions and we encourage ourcustomers any time. They have any question. They can come online bing,one of our chat, executives and shoud a question, and these things have reallyhelped. You know facilitate the process, help us educate our customers, how toget the best out of the system and in in all fairness, it has helped us edgeout our competitors, because you know we're the only company in the onlinedesign space that provides such a service and, to be honest with you,every one of our customers has praised. US has places for our customer serviceand it's really Ya hit through and something that we vouch for, and hasthis I mean. Has this been something that you've implemented since day? Oneis this: Is this something that you...

...started to put a premium, as yourealized how important it was to your customers? Is this also something thatyou handle internally or is any of this? Something that you you know? Companiescan outsource s? This is something you know which we started out from the veryfirst day and this as been free, I mean we don't charge something somethinglike this to our customers, because we feel this is something very importantand, as Roel mentioned, you know th. This is something which is very vitalfor a business and for ar growth, so putting a price tack wit to wait, butonly would have a negative impact on our business, because then you know,then the metrix comes in when a client probably would opt for it or not. So wehave definitely tried to have this since th, the bignic of our businessand everything is been done in house like n in hour in or company, so me andbrother be actually handed all of it. We have a support agents. We havededicated team for every division. We have set out rules for them. We have,you know, sometimes even Dego as support agents, which is very funny.You know, because when we do that, we actually get a rear time feedback fromour customers, and we see h how they're acting if they have aneva problems andthe information the feed that we gathered to them being as a life agentis very valuable, and this is something which I is like, like a hack for yourbewers as Bell, you know yeah well, and I definitely love andand appreciate the hands on approach andto. This second point that we'regoing to be making is w think it ties into this idea of building trust withyour clients. What's been your experience with that? It's actuallybeen a very integrale and vital aspect for us, because being an internationalcompany Pesiy base are of India being Indians as founders. It was an issuefor us at the beginning when we started out, because you know we're trying toget hold of customers in or U K US Australia all over the world andtrusted something which is not easily built, especially when you're sellingonline. So you know the life Chad in...

...the customer support that we, you know,were able to give the service thabewerable to provide the hundredpercent money back, guarantee that we offered to every customer with everysale. These are the things that really you know hit across. They have thecustomers believe us believe in our service and obviously you know didn'tmatter if it took thirty minutes or a forty minute call or an hour long chatwith a customer, we made sure that every quary was answered. Everyquestion was answered and it was not always about selling your service. Youknow, customer service is not about upselling or cross selling, or you know,making a sale. It is about helping a customer making them feel comfortable,making them feel that they, you know they are being taken care of, and- andI think that is something that you know you know help does grow a lot becauseyou know each customer. Each satisfied customer then goes on to Ra for fourmore customers to us, and word of mouth is one of the most integual things forsuccess for any business, and we feel that you know with all the things thatwe've done, we've really scaled up, yeah Yo know: We've grown a lot withthat E. I don't think it's possible to understand the impact h t a qualitycustomer experience can have M, certainly when it comes to retenionwhen it comes to word of math referals. This next point, I think, is going tobe particularly interesting. Is the idea of the Taylor made customersupport being able to to Segma your users? You know: Do you have any advicefor them our listeners, on on how they're able to sort of replicate thesuccess that maybe you've seen and what that even means? You know what does itmean to to segment the user, so you can provide this tailor made customersupport. Yes, you know, because I think the way I would address this questionis that you know with every business. There are a certain set of questions,cuquaries or issues or problems that customers have, and if you're able toyou know segment your customers based on the Kuairis that they are y. u knowyou're receiving, I mean in the sense...

...that you know. We know that when acustomer has you know just made a purchase with us, there are x number ofqueries that they have. So we made these templates what we call h createdthese templates, which have these Raly made answers, so that no matter whichcustomyr agent is there are ye pratd in manuals. So they can. Just simply, youknow, look at them and give the an instant answer to every quary. I liketo add something e. You know what we have also done Joan it's in. We havebecause we understand in in a licycle of a customer from on boarding toactually the finish and they get the R ocean o like their design. They theyredifferent aspects. Like you know, we have train URCLS team, accustomersupport agents in such a way during the onboarding process are agents, they actas seas representatives, but as soon as I say, it has been made these agentsthey become their customer advocates like one O, one in which they held themthroughout the process, understand the product and during this process, whenthe lie secer of the customer is ending, we try to upset and then cross alourdifferent services, which in turn results into more revenue for us as weMHM Yep Yeh. I mean that makes a lot of sense. I'm curious, though, when thesales representatives transition into sort of these customer advocates isthere any way that you are able to incentivize? Maybe your employees toalso put a premium on this idea of customer support. I mean you know.Obviously sails is one way in which you know. There's commission base salesstructure, there's whatever a company has in place. How do you then help your employees make thattransition and centivize that transition to one of customer successand not just sales? It's a good question. You know, because idally inan ideal world, what you woul, like your sales and your support, functionsto be two different teams and you know being carried out by two differentmanagers and you know taking care of...

...that that way. But you know the way,we've structure that even I think from the very get go, we've alwaysemphasized so much on the fact that you know customer comes first and then thatwe want to drive that message home. I think it's it's inbuilt in the company,our companies, DNA and every employe. You know who who'se part of this teamHes, initially hired as a customer success advocate, so the incentive isalready there for them, because the way they've been trained is is too supporto service the customers, and only once we feel that they are able they have apromotic knowledge. They are able to understand the prodect complaty, thentheyreth. They are incentivized and made to have a transition into a SESrepresentative as well as fall as incentives are concerned. We havemonthly award systems, we have ot appraisils, so these are the thingsthat you know. werewhere within the team there's a healthy competitionwhich is created, and you know we incentivize our t members to performbetter and I yo t betrack. Actually we may we track how many sales each memberhas converted from wamlyd to a hotly to a you, know, actual transaction, andyou know it's it's sort of a fun game for for everybody. Well, and I think that Wev, I think,we've had a chance to touch on just about every main point that we wantedto get to during this interview. Rroveron. Is there anything that you'dlike to maybe leave our listeners with any any last piece of advice orsomething that they could even take back to their company and H, share orimplement? Today, after this episode, I like to shade a couple of hacks withyou, something that be ybe implemented in within our systems, and we've hadgreat success with is on the upside, where we take a star rading from everycustomer who uses our service right so for all the customers that give us afour or a five star reating, we instantly show them refere, you know agrapel page, so they can reffer our...

...customers, because we know for a factthat you know if they're, giving us a por of Igstar they're, definitely happywith our customer our service, a product and t the chances for them torecommend us are the higherst at the same time, for every customer who givesus a one star or a two star rating. That rating is instantly emailed to me,Varun as well as t e product managers and the Quari is dealt with within aspan of two hours. The customer is even if you have to refund the money withouttaking you know the product back the service back or even. If we have to doit again, we don't let a unhappy customer go back, and I think that issomething that every business should. You know make sure that, because itillcost you four times ten times more to acquire a new customer and every happycustomer is getting get to ten ti attend more customers. So I think Inever let a happy customer bow and you ow. These are two small haks, butthey've really helped us get more customers and also save the customers.If in any chance we' let them down o they're not being able to an they're,not happy with us, always yeah yeah, you you guys are you know, actuallyputting your money where your mouth is Um, so even if it costs you in in theshort term, you've realized the value of sort of that customer etention. Youknow having a happy customer having those referral customers. So I thinkthese are. These are great lessons great hacks Revolveron. If any of ourlisteners are interested in connecting with you guys, you know, after today'sepisode they want to fo find out more about today's topic. They want to findout more about what you have going on at Design Hill. What's the best way forthem to go out doing that, I think the best way would be you can reach as ditythrough Toitt Pacebook, or you can find all that it hars the show, notes Postarthis thing and also I' like to mention Johnton about one of our new service,which we have recently launched. Is: U It's a animitet graphic design service?It's a monthly theservice in Whi users...

...can subscrybe for it and they getunlimited gapholic design. We can carrit done through us and we wouldlike to offer free trials, though, to all of your viewers for that, and theycan just simply go on to the side and to the link on your show notes and theycan open for that perfect. We, as we will again make sure we include thosein the shownot, so anybare listeners can click it and go directly to thisoffer, which is very generous if you guys think so much. It was a pleasurehaving you both on the show. Thank you for your time and thank you also foryour expertise today. Thank you. So Much Bor, havping es with you, N NThankyou, so much chank, O Largni, rely appreciate it Fyourewe want to feature youon siteslike the Hupkington Post, social, MEDA, examineer achie. worerevery week. Weseend that a question reallin an Tobe to Te Marketwe use the responses tothose questions to feel the content. We write for really popular websites sohead over to sweet dish, MED tcom, slash questions and sign up today.Thank you so much for listening until next time.

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