The Beauty of Visualizing Customer Service with Carl D'Agostino Founder & CEO of Solvpath

Tedd Huff: 00:01:23

Carl welcome to the show.

Tedd Huff: 00:01:24

I find it so interesting.

Tedd Huff: 00:01:26

How your experience in building and marketing several e-commerce brands and

Tedd Huff: 00:01:31

how you turn that into solving revenue breakage from poor customer support.

Tedd Huff: 00:01:36

But before we dive into that, I just would love to understand audience probably too.

Tedd Huff: 00:01:41

Is it, how did you get introduced into e-commerce and FinTech in the first place?

Carl D'Agostino: 00:01:47

it's been about 13 years.

Carl D'Agostino: 00:01:48

I started with doing mostly lead generation started

Carl D'Agostino: 00:01:51

with some affiliate traffic.

Carl D'Agostino: 00:01:52

And then I started dabbling into driving my own traffic, using native and email.

Carl D'Agostino: 00:01:58

And I did that for a few years.

Carl D'Agostino: 00:02:00

And then from there I started building out my own brands.

Tedd Huff: 00:02:03

What kinds of brands have you built and

Tedd Huff: 00:02:05

where have you focused in that?

Carl D'Agostino: 00:02:08

We did a lead gen campaign that was primarily targeted

Carl D'Agostino: 00:02:12

towards women over the ages of 35.

Carl D'Agostino: 00:02:15

So when we got really good at that, and we realized we wanted to probably dive into

Carl D'Agostino: 00:02:19

maybe creating our own e-commerce product, we decided to figure out like, let's just

Carl D'Agostino: 00:02:25

what we're good at for targeting purposes.

Carl D'Agostino: 00:02:27

So we started with skincare line first, so that's we created a an

Carl D'Agostino: 00:02:30

anti-aging skincare line based on.

Carl D'Agostino: 00:02:33

Our ability to target that audience.

Tedd Huff: 00:02:35

You've mentioned to me in the past that you spent a lot

Tedd Huff: 00:02:38

of time while you were building out these marketing campaigns and

Tedd Huff: 00:02:41

buying advertisements and media,

Tedd Huff: 00:02:45

how did that background give you a different perspective on the

Tedd Huff: 00:02:48

problem that solvpath is solving.

Carl D'Agostino: 00:02:52

With Solvpath, What we realized is the

Carl D'Agostino: 00:02:56

formula and format anybody.

Carl D'Agostino: 00:02:58

That's an advertiser that's building out their own brand has been AB

Carl D'Agostino: 00:03:01

split testing outside of the actual media buying, playing around with.

Carl D'Agostino: 00:03:07

Different checkout flows, different landing pages, different copy, different

Carl D'Agostino: 00:03:11

content playing around with different upsells and using this visual experience

Carl D'Agostino: 00:03:15

to get somebody to buy your product.

Carl D'Agostino: 00:03:17

And then when you start diving into the media and you start looking at data sets

Carl D'Agostino: 00:03:21

and audiences, and you're always in, you're playing around with different ads

Carl D'Agostino: 00:03:24

and you're constantly AB split testing.

Carl D'Agostino: 00:03:26

There's always a winner, right?

Carl D'Agostino: 00:03:27

You're able to look at that data.

Carl D'Agostino: 00:03:29

And based on that data, you're able to make refinements to improve

Carl D'Agostino: 00:03:33

your, your click through rate, improve your conversion rates.

Carl D'Agostino: 00:03:36

And w after we built Solvpath, we realized using this visual experience

Carl D'Agostino: 00:03:42

could be used for sales, right?

Carl D'Agostino: 00:03:43

So we took that same formula and that same format, and we now

Carl D'Agostino: 00:03:47

applied it to customer support.

Carl D'Agostino: 00:03:49

So if you're save rates or take rates or the performance for the support

Carl D'Agostino: 00:03:54

is not the greatest, we're able to go ahead and dive into the data and

Carl D'Agostino: 00:03:58

figure out where the pain points are.

Carl D'Agostino: 00:04:00

And what we can do to make it better.

Carl D'Agostino: 00:04:01

And we can using this visual experience, playing around with the steps for that

Carl D'Agostino: 00:04:06

particular pain point and figure out what we can do to same way we handle

Carl D'Agostino: 00:04:10

the front end of a sales funnel.

Carl D'Agostino: 00:04:12

We're able to apply that same rule to support

Tedd Huff: 00:04:16

Carl.

Tedd Huff: 00:04:16

So how did that shape your views on FinTech being the ad media buyer?

Carl D'Agostino: 00:04:26

If you take a look at the ecosystem for right, we have advertisers,

Carl D'Agostino: 00:04:30

we have merchant processing call center.

Carl D'Agostino: 00:04:33

There's obviously traffic sources.

Carl D'Agostino: 00:04:35

So there's all these different people that play a big role in this ecosystem.

Carl D'Agostino: 00:04:39

And every time, when we building soft path, we always looked for solutions to

Carl D'Agostino: 00:04:43

not only make the customer support better, but to figure out ways of adding value.

Carl D'Agostino: 00:04:47

One of the things that we noticed, we had a lot of customers coming into our store.

Carl D'Agostino: 00:04:50

And they were coming in.

Carl D'Agostino: 00:04:52

It was originally built.

Carl D'Agostino: 00:04:53

We call it the marketplace, people coming in for customer support.

Carl D'Agostino: 00:04:56

These are people that are typically post sales.

Carl D'Agostino: 00:04:58

So when that are actually made a purchase and they're coming in and

Carl D'Agostino: 00:05:01

they have questions pertaining to maybe other products you have in the mix

Carl D'Agostino: 00:05:04

or potentially incentivize products.

Carl D'Agostino: 00:05:06

So we created a marketplace.

Carl D'Agostino: 00:05:08

And what we noticed is it allowed us to potentially.

Carl D'Agostino: 00:05:12

Our clients strategize a post-sale strategy.

Carl D'Agostino: 00:05:16

One of the biggest things that we typically, I think a lot of people

Carl D'Agostino: 00:05:18

have some difficulty with is coming up and forming up a post-sale strategy.

Carl D'Agostino: 00:05:24

And what I mean by that is the ability to actually retarget and

Carl D'Agostino: 00:05:27

remarket to their existing customer base and through Solvpath that

Carl D'Agostino: 00:05:31

they aren't existing customer.

Carl D'Agostino: 00:05:32

And a lot of instances, we actually have payment method already on.

Carl D'Agostino: 00:05:35

file So through frictionless checkout we allow that customer to very

Carl D'Agostino: 00:05:39

easily, very swiftly purchase another item very similar to an Amazon.

Carl D'Agostino: 00:05:43

If you were logged into the Amazon app you can hit a buy now button rather quickly.

Carl D'Agostino: 00:05:50

Sorry.

Carl D'Agostino: 00:05:50

That's okay.

Tedd Huff: 00:05:51

So yeah, that sounds very interesting, but that wasn't the original.

Tedd Huff: 00:05:57

That wasn't the original beginnings of Solvpath.

Tedd Huff: 00:06:00

From what I understand, it was really built on for as an internal solution.

Tedd Huff: 00:06:06

Not meant for anybody else, but the businesses that you were managing,

Tedd Huff: 00:06:09

and it was based on a real problem that you had in your business, help

Tedd Huff: 00:06:15

us understand what was that problem and what was the Genesis of why, what

Tedd Huff: 00:06:20

Solvpath was originally created to do.

Carl D'Agostino: 00:06:23

As I mentioned earlier, we build out several

Carl D'Agostino: 00:06:25

of our own e-commerce brands.

Carl D'Agostino: 00:06:26

Most of our e-commerce brands had continuity attached to it.

Carl D'Agostino: 00:06:30

And outside of handling the, any kind of merchant processing internally,

Carl D'Agostino: 00:06:35

our dev team sales media buying one of the biggest sections or departments of

Carl D'Agostino: 00:06:40

our company was also internal customer support and being really dialed into

Carl D'Agostino: 00:06:46

our call center scripts on this.

Carl D'Agostino: 00:06:48

Customer's needs and wants on a variety of different reasons, different

Carl D'Agostino: 00:06:51

products, different campaigns.

Carl D'Agostino: 00:06:52

We noticed that 80% of our support requests were typically coming

Carl D'Agostino: 00:06:55

in for these top five reasons.

Carl D'Agostino: 00:06:57

So we came up with the idea and the concept of one, it

Carl D'Agostino: 00:07:01

was a cost factor, right?

Carl D'Agostino: 00:07:03

Ways that we were able to deflect calls from going to our call center.

Carl D'Agostino: 00:07:07

Because I don't know if you're aware, but typically.

Carl D'Agostino: 00:07:11

75% to 80% of our support requests were coming in within a four hour window.

Carl D'Agostino: 00:07:15

So there was lag time.

Carl D'Agostino: 00:07:16

There was delays.

Carl D'Agostino: 00:07:17

It was whole time and those customers were turning into, they were hanging up.

Carl D'Agostino: 00:07:21

And then what was happening was we started seeing chargebacks started kicking in.

Carl D'Agostino: 00:07:25

So for us, we needed to create something.

Carl D'Agostino: 00:07:27

And we came up with the idea.

Carl D'Agostino: 00:07:29

I have somewhat of a tech background and we had developers that were working with

Carl D'Agostino: 00:07:33

us at the time we came up with the idea is if a customer was calling in or if they

Carl D'Agostino: 00:07:36

were emailing us, could we give them this?

Carl D'Agostino: 00:07:39

Serve link that would allow them to handle their own support requests

Carl D'Agostino: 00:07:42

because maybe they can let them cancel their own subscription.

Carl D'Agostino: 00:07:45

Let them adjust the shipping frequency, let them revise their order, lets

Carl D'Agostino: 00:07:49

them push back the next bill date update their shipping, you name it

Carl D'Agostino: 00:07:52

a variety of different reasons why people would call in and it was

Carl D'Agostino: 00:07:54

came out with a very basic concept.

Carl D'Agostino: 00:07:56

And the two main reasons we did it originally was to just drive

Carl D'Agostino: 00:07:59

down costs and to get in front of that customer faster 24 7 365.

Carl D'Agostino: 00:08:04

No hold time.

Carl D'Agostino: 00:08:05

And originally he was also an opportunity for us to just allow

Carl D'Agostino: 00:08:09

that customer to have another option.

Carl D'Agostino: 00:08:11

If the hold time was a little bit longer, they still had the opportunity

Carl D'Agostino: 00:08:14

to bite on a self-service option.

Carl D'Agostino: 00:08:17

And we decided to go with this visual format because it's one, one what we know.

Carl D'Agostino: 00:08:21

And two, from my experience like, voice IVR is I'm not knocking them because we do

Carl D'Agostino: 00:08:25

have an entry point for our inbound calls that use a very short duration voice IVR.

Carl D'Agostino: 00:08:30

But I always feel that there's still very frustrated.

Carl D'Agostino: 00:08:34

They don't do a really good job of handling more complex issues and

Carl D'Agostino: 00:08:37

do well with saving the customer.

Tedd Huff: 00:08:38

But it isn't just a call center deflection.

Tedd Huff: 00:08:41

There's a whole bunch more that goes into it, right?

Carl D'Agostino: 00:08:46

Yeah.

Carl D'Agostino: 00:08:46

I mean it actually that the technology actually works well when working

Carl D'Agostino: 00:08:49

in tandem with their call center.

Carl D'Agostino: 00:08:52

There's a variety of different things that can handle email support ticketing.

Carl D'Agostino: 00:08:55

It can help resolve basic payment updaters it can create a

Carl D'Agostino: 00:08:58

ticketing system that can work.

Carl D'Agostino: 00:08:59

There's a knowledge base in there.

Carl D'Agostino: 00:09:00

So sometimes we see clients that have 40% of their inbounds or people just have

Carl D'Agostino: 00:09:05

questions about the product, about the billing process things that they don't

Carl D'Agostino: 00:09:09

want to cancel, they just have questions.

Carl D'Agostino: 00:09:11

And in those instances, a lot of those calls don't necessarily have

Carl D'Agostino: 00:09:13

those requests don't necessarily need to go to a live person.

Carl D'Agostino: 00:09:17

And then obviously looking at the support request and understanding

Carl D'Agostino: 00:09:20

people's needs and wants for all the tens of thousands, hundreds of thousands

Carl D'Agostino: 00:09:24

of sessions that hit our system.

Carl D'Agostino: 00:09:26

We're looking at the data and based on that data, we're creating new features

Carl D'Agostino: 00:09:29

to accommodate those requests from the consumer coming into Solvpath.

Tedd Huff: 00:09:34

Okay.

Tedd Huff: 00:09:34

This may seem like I'm going like completely out of left field on this

Tedd Huff: 00:09:38

one, but how did you decide that you were like going to spin off Solvpath into

Tedd Huff: 00:09:44

its own thing, versus just keeping it to yourself and not sharing the fantastic

Tedd Huff: 00:09:51

success that you were having with that?

Carl D'Agostino: 00:09:54

I just saw the opportunities and I saw like a void in the

Carl D'Agostino: 00:09:56

space and not necessarily that, but I got.

Carl D'Agostino: 00:09:59

Into it.

Carl D'Agostino: 00:10:00

I come more of a tech background and I felt like the technology

Carl D'Agostino: 00:10:04

could do so much more.

Carl D'Agostino: 00:10:04

And we have, we use Asana to manage or project tasks.

Carl D'Agostino: 00:10:08

And it's pretty long right now, some of the features we have wishlist and

Carl D'Agostino: 00:10:12

anticipating what we want the technology.

Carl D'Agostino: 00:10:14

So if the vision is clear as to what we want I'm pretty excited about where the

Carl D'Agostino: 00:10:18

technology is now, where it's going to be.

Carl D'Agostino: 00:10:20

But the main objective for a whole is to have this AI driven customer

Carl D'Agostino: 00:10:25

support technology that has.

Carl D'Agostino: 00:10:27

This is really awesome visual experiences, design capability, and

Carl D'Agostino: 00:10:31

the creativity that you can actually inject into your customer support.

Carl D'Agostino: 00:10:35

Making the customer support experience is really a great experience for the

Carl D'Agostino: 00:10:39

customers, but also achieve a performance and deliver the results that the merchant

Carl D'Agostino: 00:10:46

and the advertisers are looking for at the same time and our fraction of the cost.

Tedd Huff: 00:10:50

All these things, all this data, the self-service model,

Tedd Huff: 00:10:53

all of these different things.

Tedd Huff: 00:10:55

Like what, how is that helping increase the merchants bottom line?

Tedd Huff: 00:11:00

It sounds really great to have great customer service, but there's gotta

Tedd Huff: 00:11:03

be some measurables that are really showing to the merchants that they

Tedd Huff: 00:11:07

can look at, every day or every month, or whenever they look at it that

Tedd Huff: 00:11:10

having this self-service option is really increasing their bottom line.

Carl D'Agostino: 00:11:16

So outside of costs, there's a huge cost savings.

Carl D'Agostino: 00:11:18

You're talking, you potentially just on the, for every customer we touch

Carl D'Agostino: 00:11:22

versus a call center, depending on the, how detailed that call center is more,

Carl D'Agostino: 00:11:26

domestic style call centers that are trained very specific on your product.

Carl D'Agostino: 00:11:29

They can range anywhere from 80 cents to as high as a dollar 50 per minute

Carl D'Agostino: 00:11:33

versus, something that, Solvpath can handle could range anywhere.

Carl D'Agostino: 00:11:37

Yeah, it was high as 85 cents to as low as 40 cents a session.

Carl D'Agostino: 00:11:41

So there's this substantial cost savings.

Carl D'Agostino: 00:11:44

And then it also depends on your product and call duration.

Carl D'Agostino: 00:11:47

So if you're at a dollar.

Carl D'Agostino: 00:11:49

And your average talk time is six hours for certain types of calls.

Carl D'Agostino: 00:11:52

I'm sorry, six hours, six minutes six hours.

Carl D'Agostino: 00:11:56

That's quite a bit.

Carl D'Agostino: 00:11:58

And if it's gadget related products, like where people have troubleshooting products

Carl D'Agostino: 00:12:02

those the average call time on something like that, depending on the product can

Carl D'Agostino: 00:12:05

range anywhere from 10 to 15 minutes.

Carl D'Agostino: 00:12:07

So it's all relative.

Carl D'Agostino: 00:12:08

So there's outside of that.

Carl D'Agostino: 00:12:09

There's cost savings, but let's talk about performance for a second.

Carl D'Agostino: 00:12:13

So, if you look at performance, and that was one thing that we noticed.

Carl D'Agostino: 00:12:17

So I mentioned to you that we had an internal call center on our own

Carl D'Agostino: 00:12:21

brands that we managed, but our team internally only handled the first four

Carl D'Agostino: 00:12:25

dials, anything after that went to a call center, a third-party call center.

Carl D'Agostino: 00:12:29

And then anything after hours, the call center would get as well.

Carl D'Agostino: 00:12:33

And the performance from a.

Carl D'Agostino: 00:12:37

Trained agent internally versus someone outside.

Carl D'Agostino: 00:12:40

It was, there was a big difference in regards to performance, like a skincare

Carl D'Agostino: 00:12:44

line as an example, we sold the science.

Carl D'Agostino: 00:12:46

We asked them a lot of different questions to dictate how we would respond.

Carl D'Agostino: 00:12:50

They using other products in conjunction with our product.

Carl D'Agostino: 00:12:52

Are they using it as instructed?

Carl D'Agostino: 00:12:54

How long have you been using it?

Carl D'Agostino: 00:12:55

And so we had the ability to have these perfectly executed responses, but even

Carl D'Agostino: 00:12:58

our own internal team still was not able to give that perfectly executed.

Carl D'Agostino: 00:13:03

Based on sentiment on how that person called in, maybe they didn't ask the,

Carl D'Agostino: 00:13:06

all the questions they should have.

Carl D'Agostino: 00:13:07

So that's where Solvpath can come in.

Carl D'Agostino: 00:13:10

If you're getting 5,000 inquiries a week for a very specific reason,

Carl D'Agostino: 00:13:13

it allows you to have a perfectly executed response down to the billing

Carl D'Agostino: 00:13:17

cycle, the product, the price point.

Carl D'Agostino: 00:13:19

You need the data point.

Carl D'Agostino: 00:13:20

You want to pull and you can ask as many questions as you want.

Carl D'Agostino: 00:13:24

And we can actually make sure every single time that's a perfectly executed

Carl D'Agostino: 00:13:27

response and very similar to a sales.

Carl D'Agostino: 00:13:30

It's going to deliver really rigid results and good data.

Carl D'Agostino: 00:13:33

So you can figure out maybe on a down sell or a save attempt

Carl D'Agostino: 00:13:35

if it's working or it's not.

Carl D'Agostino: 00:13:37

And you can constantly just, there's always the right copy, the right

Carl D'Agostino: 00:13:40

content, the right questions to ask to dictate how and what you're going

Carl D'Agostino: 00:13:43

to put in front of somebody next.

Carl D'Agostino: 00:13:45

It's just sometimes just cracking the code for your product.

Carl D'Agostino: 00:13:48

Some brands just want an out of the box solution and some

Carl D'Agostino: 00:13:51

brands just love the idea.

Carl D'Agostino: 00:13:53

And mostly media buyers are people that are really into funnels.

Carl D'Agostino: 00:13:55

Really loved the technology and really realize like how powerful Solvpath can be

Carl D'Agostino: 00:14:01

for their business, but the bottom line.

Carl D'Agostino: 00:14:03

Yeah.

Carl D'Agostino: 00:14:03

It's.

Carl D'Agostino: 00:14:04

When you talk about retention, you talking about increasing lifetime

Carl D'Agostino: 00:14:06

value post-sale it's a game changer.

Carl D'Agostino: 00:14:08

It can be a game changer for sure.

Carl D'Agostino: 00:14:10

If you set up your support right.

Tedd Huff: 00:14:12

So, does this provide like any benefits to the merchants,

Tedd Huff: 00:14:15

with their relationships, with the FinTech service providers, whether it

Tedd Huff: 00:14:18

be charged back management or their merchant services companies or any of

Tedd Huff: 00:14:23

the areas in the FinTech side of the business, does this help them with their

Tedd Huff: 00:14:27

relationship or does it even help the FinTech service providers themselves?

Carl D'Agostino: 00:14:32

I think it's a bit of both.

Carl D'Agostino: 00:14:33

We've had a conversation a to and reference to the the benefits

Carl D'Agostino: 00:14:38

that Solvpath offers not only the actual merchant, but the

Carl D'Agostino: 00:14:42

actually entire ecosystem, right?

Carl D'Agostino: 00:14:43

If a customer's doing like heavy continuity I think everybody at the end

Carl D'Agostino: 00:14:47

of the day, we want to make sure you're getting in front of that customer a

Carl D'Agostino: 00:14:49

little bit faster, getting that customer what they want, reducing the, and that's

Carl D'Agostino: 00:14:52

what we've seen on more high risk style.

Carl D'Agostino: 00:14:54

Kind of sales funnels, just getting 24 7, 365, the ability

Carl D'Agostino: 00:14:59

to get an answer right away.

Carl D'Agostino: 00:15:01

We are seeing reduction in chargebacks and disputes and complaints because

Carl D'Agostino: 00:15:05

unfortunately, I don't know, just from a study that was done, 90% of

Carl D'Agostino: 00:15:08

all disputes and chargebacks come through self service technology.

Carl D'Agostino: 00:15:12

So whether it's an alert on your phone, whether it's something that's

Carl D'Agostino: 00:15:15

showing up on your digital statement.

Carl D'Agostino: 00:15:18

Unfortunately, we're in an environment right now that they make it way too easy

Carl D'Agostino: 00:15:22

for consumers to dispute and charge.

Carl D'Agostino: 00:15:24

So instead of picking up the phone or if they do make an effort to pick

Carl D'Agostino: 00:15:27

up the phone and there's no answer, if they go on hold and they hang up

Carl D'Agostino: 00:15:30

unfortunately there's a good chance that person might turn into a dispute.

Carl D'Agostino: 00:15:34

So getting in front of those customers faster, and again, we don't have

Carl D'Agostino: 00:15:38

to be the first line of defense.

Carl D'Agostino: 00:15:39

We can be the second or.

Carl D'Agostino: 00:15:40

We're working with an integration with Twilio for now.

Carl D'Agostino: 00:15:42

That's really, I'm sorry, five nine, which is a dialing technology that allows us to

Carl D'Agostino: 00:15:47

understand and recognize the whole time.

Carl D'Agostino: 00:15:50

So we know the whole time for that current customer right now is

Carl D'Agostino: 00:15:53

let's say two minutes or greater.

Carl D'Agostino: 00:15:55

Then at that point they can initiate is self-service option.

Carl D'Agostino: 00:15:58

Or they can use this for after hours to write, always making sure

Carl D'Agostino: 00:16:01

that their customer has an option and able to get what they want.

Tedd Huff: 00:16:04

In a number of, consulting agreement arrangements that I've had

Tedd Huff: 00:16:08

with some folks, we dove in to look at like how to solve for their chargebacks,

Tedd Huff: 00:16:14

how to solve for cancellations, a whole bunch of different things.

Tedd Huff: 00:16:17

And, it's interesting that we found that if in our authorizations with

Tedd Huff: 00:16:25

credit cards, if we were putting the.

Tedd Huff: 00:16:29

The URL, the support URL in there versus our main website.

Tedd Huff: 00:16:33

The.

Tedd Huff: 00:16:35

Support calls.

Tedd Huff: 00:16:36

Yes.

Tedd Huff: 00:16:37

The support tickets.

Tedd Huff: 00:16:39

Cause they weren't always calls.

Tedd Huff: 00:16:40

They were mostly like emails and things like that, but the support tickets went

Tedd Huff: 00:16:44

up, but the returns and the Chargebacks and everything else went down.

Tedd Huff: 00:16:50

Now, mind you, we didn't have a technology like Solvpath.

Tedd Huff: 00:16:53

It was all through email and all that other fun stuff.

Tedd Huff: 00:16:56

But I can only imagine if you were to couple those two things together.

Tedd Huff: 00:17:01

Solvpath and that, that approach, how much more breakage you could

Tedd Huff: 00:17:06

reduce in the overall business?

Carl D'Agostino: 00:17:10

Yeah, we've seen it too.

Carl D'Agostino: 00:17:11

And I think it has a lot to do with your demographic too.

Carl D'Agostino: 00:17:13

Like you have a demographic that's over the age of 50, they still can

Carl D'Agostino: 00:17:17

navigate, obviously for this style.

Carl D'Agostino: 00:17:18

Self-service I think they're more keen to going through this visual

Carl D'Agostino: 00:17:22

experience, but in some cases we do see people that have older

Carl D'Agostino: 00:17:25

demographic might want to do a hybrid.

Carl D'Agostino: 00:17:27

They want to just really offer those customers, both options, whether they

Carl D'Agostino: 00:17:31

want to put a link on their web page or on their order responders right near

Carl D'Agostino: 00:17:35

their phone, it's really up to them how they want to throttle Solvpath.

Carl D'Agostino: 00:17:38

But typically a lot of clients that are on edge of trying something different,

Carl D'Agostino: 00:17:41

a new, they can typically use this for after hours or just really get a good

Carl D'Agostino: 00:17:46

gauge of how well self has worked.

Carl D'Agostino: 00:17:47

Our team can go in there and make any adjustments and customize the support

Carl D'Agostino: 00:17:51

sessions and the steps to to get the outcome that they're looking for.

Carl D'Agostino: 00:17:54

And then at that point they can start ramping it up and

Carl D'Agostino: 00:17:57

as they feel more comfortable,

Tedd Huff: 00:17:58

Just about every answer you've given so far you keep going

Tedd Huff: 00:18:01

back to the data, you go back to the insights, you go back to the things

Tedd Huff: 00:18:05

that they can use to move forward.

Tedd Huff: 00:18:07

So my question really is like how can a user of Solvpath leverage that data and

Tedd Huff: 00:18:14

the insights that are provided to make better decisions about their business?

Carl D'Agostino: 00:18:19

One of the sections of our technology is something called

Carl D'Agostino: 00:18:21

our help desk, our smart help desk.

Carl D'Agostino: 00:18:24

So we have probably close to 50, if not close to 60% of the people that

Carl D'Agostino: 00:18:28

go into Solvpath, actually go to the search engine and actually type in a

Carl D'Agostino: 00:18:31

key phrase or go to specific FAQ's.

Carl D'Agostino: 00:18:34

And a lot of instances we see.

Carl D'Agostino: 00:18:36

What people are searching for.

Carl D'Agostino: 00:18:38

They're typing in certain key phrases.

Carl D'Agostino: 00:18:40

And a lot of our clients are actually learning about things.

Carl D'Agostino: 00:18:42

They didn't even know.

Carl D'Agostino: 00:18:43

Like we had a hundred people over the last few days, ask a question

Carl D'Agostino: 00:18:46

that we don't have a frequently asked question built out for.

Carl D'Agostino: 00:18:49

And we didn't even know that was a concern or an interest.

Carl D'Agostino: 00:18:53

And what's cool about the technology too.

Carl D'Agostino: 00:18:54

It also shows you where in the sales funnel they are.

Carl D'Agostino: 00:18:57

So you'll know, maybe it's on the first billing cycle.

Carl D'Agostino: 00:18:59

If it's maybe in trial, if it's a trial, if it's on the initial sale.

Carl D'Agostino: 00:19:03

So you can see where they're asking that question.

Carl D'Agostino: 00:19:06

And a lot of instances, you can use that information.

Carl D'Agostino: 00:19:08

Maybe be proactive, put it in your order responder, put it on your website.

Carl D'Agostino: 00:19:12

Wherever you need to potentially deflect those calls or those

Carl D'Agostino: 00:19:15

inquiry interests from coming in.

Carl D'Agostino: 00:19:17

And a lot of instances, it might've actually stopped the

Carl D'Agostino: 00:19:19

sale from actually happening.

Carl D'Agostino: 00:19:21

We had a particular product and there were gummies and one of the customer

Carl D'Agostino: 00:19:26

was asking, we had a lot of questions.

Carl D'Agostino: 00:19:27

They had no idea.

Carl D'Agostino: 00:19:28

One of the questions they had was, is there a sweeteners in there?

Carl D'Agostino: 00:19:32

And they were like, wow, how many people probably didn't buy our product?

Carl D'Agostino: 00:19:35

Because there was no FAQ on the landing page that mentioned no sweeteners used,

Carl D'Agostino: 00:19:39

if there was, if that was the case.

Carl D'Agostino: 00:19:41

So they obviously took that information and then they were able to deflect,

Carl D'Agostino: 00:19:44

obviously calls from coming in.

Carl D'Agostino: 00:19:45

And I would imagine their sales probably took a little bit of a spike as well.

Tedd Huff: 00:19:49

I'm curious because you're talking about how to support.

Tedd Huff: 00:19:54

Stop a negative experience from happening and very reactive.

Tedd Huff: 00:19:59

And in that reactive state, what comes to mind is, does this give an opportunity to

Tedd Huff: 00:20:04

save more sales that may have been lost?

Tedd Huff: 00:20:07

Does it, does this data help them know?

Tedd Huff: 00:20:11

Upsells are working, which ones are not working, whether or not they need to offer

Tedd Huff: 00:20:16

a down sell, or, and maybe I'm probably getting all these terms wrong but like

Tedd Huff: 00:20:20

a resell even so like maybe you bought me, maybe you bought X, Y, Z product

Tedd Huff: 00:20:26

and you wanted to cancel or return it.

Tedd Huff: 00:20:29

But then because you bought that, it's Maybe I didn't want the 40

Tedd Huff: 00:20:32

gallon thing of big beans and I'm just making something up.

Tedd Huff: 00:20:36

But I would have been happy with a 12 ounce can and you suggest to me the

Tedd Huff: 00:20:41

12 ounce can, so that I don't know.

Tedd Huff: 00:20:44

I'm just, I'm thinking through all these different ways that you

Tedd Huff: 00:20:46

possibly could adjust the funnel

Carl D'Agostino: 00:20:48

We typically create funnel templates based on your sales.

Carl D'Agostino: 00:20:52

We look a lot of different, a lot of different styles, sales funnels, and

Carl D'Agostino: 00:20:56

based on, what your checkout looks like, what your upsells look like.

Carl D'Agostino: 00:20:59

Continuity, no continuity.

Carl D'Agostino: 00:21:00

How aggressive.

Carl D'Agostino: 00:21:01

Okay.

Carl D'Agostino: 00:21:02

Are you checkout flows, what your product, price points are and what

Carl D'Agostino: 00:21:05

type of product you're selling.

Carl D'Agostino: 00:21:06

We'll look at all of that.

Carl D'Agostino: 00:21:07

And sometimes we'll give somebody an out of the box template that's

Carl D'Agostino: 00:21:10

built specifically for them.

Carl D'Agostino: 00:21:11

And then we'll customize off of that.

Carl D'Agostino: 00:21:13

Sometimes we come across sales funnels that are very unique

Carl D'Agostino: 00:21:16

products that are very unique and we'll build it from scratch.

Carl D'Agostino: 00:21:18

And our team does all that, but it all comes back down to the data.

Carl D'Agostino: 00:21:21

Again, sometimes a lot of instances, we ask them for their call center script

Carl D'Agostino: 00:21:24

with they're having success with, we asked them what their top five.

Carl D'Agostino: 00:21:27

Call in's are for or top 10 and they go over per product and we asked

Carl D'Agostino: 00:21:32

them how they would handle that.

Carl D'Agostino: 00:21:33

And we typically take that information and apply it to this visual experience

Carl D'Agostino: 00:21:37

for the consumer to handle it.

Carl D'Agostino: 00:21:38

So we have their conversations, part of the onboarding process,

Carl D'Agostino: 00:21:42

and we can run different scenarios where in the process of creating

Carl D'Agostino: 00:21:46

variations and AB split testing.

Carl D'Agostino: 00:21:47

So you can AB split test three down, sell flows, you can ask

Carl D'Agostino: 00:21:50

different style, legs questions.

Carl D'Agostino: 00:21:53

So based on how they answer, why they want to cancel something, we can.

Carl D'Agostino: 00:21:57

Another question or two, and then these are called legs, right?

Carl D'Agostino: 00:22:00

So it can get pretty granular as to, but it allows you to have a

Carl D'Agostino: 00:22:04

perfectly executed response based on, they say 80% of sales is listening.

Carl D'Agostino: 00:22:08

So we allow the customer to give us the information why they want to cancel

Carl D'Agostino: 00:22:12

maybe what they did or did not like.

Carl D'Agostino: 00:22:14

And based on how they answer those questions will dictate what

Carl D'Agostino: 00:22:16

we'll put in front of them next.

Carl D'Agostino: 00:22:18

And we could use video imagery, text copy, and create a couple

Carl D'Agostino: 00:22:21

of different variations.

Carl D'Agostino: 00:22:23

And see which one is the winner.

Carl D'Agostino: 00:22:24

And in some instances we need to escalate the call to a call center.

Carl D'Agostino: 00:22:28

It might, we might, our technology is able to recognize frustration and friction, and

Carl D'Agostino: 00:22:32

then we have something called lifeline.

Carl D'Agostino: 00:22:33

So we feel like this customer is not biting on any of the down, sells.

Carl D'Agostino: 00:22:37

The session lasts too long.

Carl D'Agostino: 00:22:39

They it's called click rage.

Carl D'Agostino: 00:22:40

They hit the back button and they hit too many steps.

Carl D'Agostino: 00:22:42

Our system will pop up and allow them go right to the call center

Carl D'Agostino: 00:22:45

and they can handle it from there.

Carl D'Agostino: 00:22:46

We working with the five, nine integration also pass over,

Carl D'Agostino: 00:22:50

information with that customer wanted and a summary with just transpired.

Carl D'Agostino: 00:22:54

So we can actually speed up that call and that consumer doesn't have to go through

Carl D'Agostino: 00:22:58

that long lengthy process of what they wanted already and it also shortens up

Carl D'Agostino: 00:23:01

call duration for their call center.

Tedd Huff: 00:23:03

This sounds like you could get super granular really fast and it

Tedd Huff: 00:23:10

could become very complex very easily.

Tedd Huff: 00:23:13

How has Solvepath pun intended, how has Solvpath solving that problem?

Carl D'Agostino: 00:23:21

The problem of being complex.

Carl D'Agostino: 00:23:23

Yeah, go down a rabbit hole.

Carl D'Agostino: 00:23:25

You can go down a rabbit hole pretty fast, depending on the customer and the

Carl D'Agostino: 00:23:28

client, but we have the staff and the support team to execute somebody's vision.

Carl D'Agostino: 00:23:32

We have a lot of people that get really excited about the software and but

Carl D'Agostino: 00:23:36

typically it's always the top three or four products that are potentially.

Carl D'Agostino: 00:23:39

Not saying problematic, but that's where their cancellations are,

Carl D'Agostino: 00:23:42

where their pain points are.

Carl D'Agostino: 00:23:43

And we typically focus on those first, what are your pain points as it returns?

Carl D'Agostino: 00:23:47

Are they, are they subscription cancels?

Carl D'Agostino: 00:23:49

They are they, people want a refund for whatever reason, we focus on that first.

Carl D'Agostino: 00:23:54

And then from there, all the other stuff is not saying it's easy, but

Carl D'Agostino: 00:23:57

it's typically not as pressing.

Carl D'Agostino: 00:23:59

So that's, we try to go where there, where the, it really affects

Carl D'Agostino: 00:24:03

their bottom line and their costs.

Tedd Huff: 00:24:06

As far as the experience goes, when you've got these complex things going

Tedd Huff: 00:24:10

on how would I as a user see, or look or understand how everything plays together?

Carl D'Agostino: 00:24:17

It's the reporting that you can go back and just kind of.

Carl D'Agostino: 00:24:20

You can see in the reporting pretty much, and you can break there.

Carl D'Agostino: 00:24:22

We are reporting.

Carl D'Agostino: 00:24:25

We built a specific way that allows you to actually hone in on any particular

Carl D'Agostino: 00:24:29

field within what support funnel, where were they in the support funnel?

Carl D'Agostino: 00:24:32

What product, what price point would affiliate our traffic source?

Carl D'Agostino: 00:24:35

What ad they came from, right?

Carl D'Agostino: 00:24:36

Sometimes every action has a reaction, so you can actually have just, you

Carl D'Agostino: 00:24:41

might just have a bad retention on, Hey, you might be having.

Carl D'Agostino: 00:24:44

An ad or a traffic source that's doing really well for you.

Carl D'Agostino: 00:24:46

It's converting really well, but the performance post-sale is really poor.

Carl D'Agostino: 00:24:51

And you'd be able to see that really quickly.

Carl D'Agostino: 00:24:53

Maybe, they were confused on the offering.

Carl D'Agostino: 00:24:55

Maybe it was a little too aggressive on the front end and the backend is

Carl D'Agostino: 00:24:57

actually is hurting a little bit.

Carl D'Agostino: 00:24:59

So through our reporting, we allow you to kinda take a look at a report.

Carl D'Agostino: 00:25:04

You can play around with the dimensions and the filters to see over 150 data.

Carl D'Agostino: 00:25:09

Of what you want to see me.

Carl D'Agostino: 00:25:10

He could break it down on rebill rates down to the mid-level.

Carl D'Agostino: 00:25:13

If you want it to payment type or even a.

Tedd Huff: 00:25:16

Oh, wow.

Tedd Huff: 00:25:17

That's crazy.

Tedd Huff: 00:25:18

I appreciate you diving into that detail because it really expresses

Tedd Huff: 00:25:22

how flexible Solvpath can be.

Tedd Huff: 00:25:26

You don't just have the marketing side of the house.

Tedd Huff: 00:25:28

You've got all the different data points in there that really help you correlate

Tedd Huff: 00:25:32

an actionable thing to move forward with.

Tedd Huff: 00:25:35

So that brings me on to you've mentioned a whole bunch of different

Tedd Huff: 00:25:39

things, and I know that you and I have talked about this in the past.

Tedd Huff: 00:25:43

Is there anything else that, that you see as a market differentiator for self

Tedd Huff: 00:25:48

path that maybe we haven't discussed?

Carl D'Agostino: 00:25:51

So this is going back to not my roots, but as a media

Carl D'Agostino: 00:25:55

buyer, as building sales funnel.

Carl D'Agostino: 00:25:57

Using that same formula and format of selling people with

Carl D'Agostino: 00:26:00

sales and visual experiences.

Carl D'Agostino: 00:26:02

I think that's where we separate ourselves.

Carl D'Agostino: 00:26:05

Our vision for Solvpath is using data using these support funnels that

Carl D'Agostino: 00:26:09

can be refined in real time, based on that information, that data that

Carl D'Agostino: 00:26:12

we can pull and creating a really robust experience for the consumer to

Carl D'Agostino: 00:26:16

make it fun and make it interactive.

Carl D'Agostino: 00:26:19

And two at the end of the day, still deliver the performance for the

Carl D'Agostino: 00:26:24

merchant and at a fraction of the cost.

Tedd Huff: 00:26:25

we've talked about the data and you've done amazing.

Tedd Huff: 00:26:30

It explaining the complexity of this.

Tedd Huff: 00:26:33

I feel like I understand it, which means that I'm probably

Tedd Huff: 00:26:36

just enough to be dangerous.

Tedd Huff: 00:26:38

But the one question that comes to my mind is so I'm a merchant.

Tedd Huff: 00:26:42

And I want to use Solvpath.

Tedd Huff: 00:26:44

Are there existing integrations?

Tedd Huff: 00:26:47

Can I give an API to my development team?

Tedd Huff: 00:26:49

Help me understand what does it look like to implement Solvpath?

Carl D'Agostino: 00:26:55

So when we first started, we were on it's a checkout champ.

Carl D'Agostino: 00:26:59

Also known as Konnektive CRM and then obviously sticky.IO.

Carl D'Agostino: 00:27:02

So our we're fully integrated with those three platforms currently.

Carl D'Agostino: 00:27:06

And we're in the process of working with Shopify as well to finish that

Carl D'Agostino: 00:27:10

would be a big integration for us.

Carl D'Agostino: 00:27:12

And for some of the larger outfits, we do have an open API that allow us to actually

Carl D'Agostino: 00:27:16

integrate right into that platform.

Tedd Huff: 00:27:17

That's awesome.

Tedd Huff: 00:27:19

So I'm going to move into less about the product, but I'm just diving

Tedd Huff: 00:27:24

into some of your thoughts here.

Tedd Huff: 00:27:25

But if you were to, if you were to define success for Solvpath,

Tedd Huff: 00:27:32

what does that look like?

Carl D'Agostino: 00:27:36

So for us, it's just executing the vision that I have, they

Carl D'Agostino: 00:27:39

have this really robust visual experience, hundreds, if not thousands of different

Carl D'Agostino: 00:27:44

templates for a variety of different scenarios, every step within the support

Carl D'Agostino: 00:27:48

funnel, you'll have the ability to have full control over design creativity.

Carl D'Agostino: 00:27:52

We're looking to constantly keep hiring more UI and UX designers to come in there

Carl D'Agostino: 00:27:55

and make the system more user-friendly.

Carl D'Agostino: 00:27:57

But more importantly, have more templates and design creativity.

Carl D'Agostino: 00:28:00

There's a huge design play here too.

Carl D'Agostino: 00:28:02

And the flexibility to let funnel builders on sales side

Carl D'Agostino: 00:28:06

to actually have the control.

Carl D'Agostino: 00:28:08

And these really well thought out responses for their customers.

Carl D'Agostino: 00:28:11

Getting in with Shopify and having the ability to swiftly onboard, tens of

Carl D'Agostino: 00:28:15

thousands of active customers over time.

Carl D'Agostino: 00:28:18

That's our goal, and we have work to do right, trying to automate the onboarding

Carl D'Agostino: 00:28:22

process and make it easier for end users to go in there and have some more control.

Carl D'Agostino: 00:28:26

We have a lot of the control, but sometimes some of the inputs in

Carl D'Agostino: 00:28:28

the features are pretty advanced.

Carl D'Agostino: 00:28:30

So we have some basic settings.

Carl D'Agostino: 00:28:31

Then we have our advanced.

Carl D'Agostino: 00:28:32

In general, over the next few years, we're looking to break into the market

Carl D'Agostino: 00:28:36

partner with call centers, partner with a lot of integrations, whether

Carl D'Agostino: 00:28:39

it would be with gorgeous and Zendesk.

Carl D'Agostino: 00:28:41

I truly believe whether it's a ticketing system that we create

Carl D'Agostino: 00:28:43

our own internally, some people are going to be in bed with gorgeous

Carl D'Agostino: 00:28:46

or going to be in bed with Zendesk.

Carl D'Agostino: 00:28:48

We have to have robust integrations with them.

Carl D'Agostino: 00:28:50

If a customer doesn't want to leave, then we have to be able to plug in.

Carl D'Agostino: 00:28:54

And vice versa.

Carl D'Agostino: 00:28:55

So a lot of integrations we have a lot of work to do still, but the technology

Carl D'Agostino: 00:28:59

at where it is now is actually doing well, but I don't think it ever stops.

Tedd Huff: 00:29:04

All right.

Tedd Huff: 00:29:05

So here's a fun question.

Tedd Huff: 00:29:06

I love to ask.

Tedd Huff: 00:29:08

If someone were to tell you that they wanted to create a self service

Tedd Huff: 00:29:13

support product, what are the three things you would say to them not

Tedd Huff: 00:29:19

to do in order to be successful?

Carl D'Agostino: 00:29:22

Not know your call center script.

Carl D'Agostino: 00:29:25

We see a lot of people that are coming in that just hand over, the one.

Carl D'Agostino: 00:29:30

No, this is not to do, but don't not take and handle your own inbound

Carl D'Agostino: 00:29:34

support requests on your own offer.

Carl D'Agostino: 00:29:35

Like whoever works closely with you take the first hundred calls, take

Carl D'Agostino: 00:29:40

the first hundred emails, figured out what your pain points are.

Carl D'Agostino: 00:29:43

And figure out the best way of doing it.

Carl D'Agostino: 00:29:45

We come across way too many clients that don't even have access to the

Carl D'Agostino: 00:29:48

call center script, and don't even know how to possibly have a it's.

Carl D'Agostino: 00:29:52

And we have a lot of clients that do, but in essence It makes things easier

Carl D'Agostino: 00:29:56

to sign up and it makes, if you haven't had to make a pivot with another

Carl D'Agostino: 00:29:59

call center, for whatever reason, it's important to understand what's

Carl D'Agostino: 00:30:02

working for you versus somebody else.

Carl D'Agostino: 00:30:04

Cause typically you get put in a bucket for like you're doing skincare.

Carl D'Agostino: 00:30:07

You go into a skincare bucket, not you're not going into your brand

Carl D'Agostino: 00:30:10

bucket which is what you want to do.

Carl D'Agostino: 00:30:12

And typically the performance and the the experience for the customer is

Carl D'Agostino: 00:30:16

a lot better when you want to this.

Carl D'Agostino: 00:30:17

All that information.

Tedd Huff: 00:30:18

So I'm just going to repeat what I thought I heard.

Tedd Huff: 00:30:21

It's don't outsource to soon

Carl D'Agostino: 00:30:26

Yeah.

Carl D'Agostino: 00:30:26

That's a fair assessment.

Carl D'Agostino: 00:30:27

I'm not saying outsourcing is bad because it's not what I'm saying is that if you're

Carl D'Agostino: 00:30:31

going to build a real brand, there's certain things that you should know first.

Carl D'Agostino: 00:30:34

You don't have to take hundreds of calls a day.

Carl D'Agostino: 00:30:36

Most people are obviously busy building out the brand, but you

Carl D'Agostino: 00:30:40

should be involved in that process because customer support is it.

Carl D'Agostino: 00:30:45

It plays a really big role in your bottom line and you might not see it

Carl D'Agostino: 00:30:49

in the beginning, but as things start progressing and you start onboarding,

Carl D'Agostino: 00:30:53

if you're doing subscriptions it can spiral out of control pretty quick.

Tedd Huff: 00:30:57

All right.

Tedd Huff: 00:30:57

So we got one down, two more, man.

Carl D'Agostino: 00:31:01

What not to do for customer support

Carl D'Agostino: 00:31:03

Don't go the cheapest route.

Carl D'Agostino: 00:31:05

It's just sometimes when you talking about SES and cancellations, I know

Carl D'Agostino: 00:31:08

sometimes people can go overseas and get, customer support for really cheap, but

Carl D'Agostino: 00:31:12

there's, whether it's different, language issues, or sometimes less is not more.

Tedd Huff: 00:31:18

And last but not least.

Tedd Huff: 00:31:20

What's our third one.

Carl D'Agostino: 00:31:22

The third one, it's going to be geared towards support.

Tedd Huff: 00:31:24

It could be, if there's something that you've learned of, like

Tedd Huff: 00:31:28

what not to do when building a technology software, we're open with that one too.

Carl D'Agostino: 00:31:34

It's hard.

Carl D'Agostino: 00:31:35

I think any business, when you're building something new and unique,

Carl D'Agostino: 00:31:37

it's you got to make mistakes.

Carl D'Agostino: 00:31:38

I made plenty of mistakes already.

Carl D'Agostino: 00:31:40

That set us back, a couple of months where we built something and the infrastructure

Carl D'Agostino: 00:31:43

wasn't where it was supposed to be.

Carl D'Agostino: 00:31:45

We got our S scratch it and start all over from scratch.

Carl D'Agostino: 00:31:47

Think things through, and I'm fortunate enough that our CF,

Carl D'Agostino: 00:31:50

our S our CTO is, has been in the space for a little over 20 years.

Carl D'Agostino: 00:31:55

And he's the architect, and he makes sure he makes those big decisions to make

Carl D'Agostino: 00:31:59

sure we don't make those big mistakes.

Carl D'Agostino: 00:32:00

But same thing goes with the dev side of things, just, I try, I'd like to get

Carl D'Agostino: 00:32:04

in front and I speak to a lot of people.

Carl D'Agostino: 00:32:06

So if I can make any suggestions, not things not to do.

Carl D'Agostino: 00:32:09

Don't hold the close to your chest, try to get out there and speak to as many

Carl D'Agostino: 00:32:11

people that kinda, you can probably avoid a lot of expensive mistakes by

Carl D'Agostino: 00:32:15

actually getting in front of people that kinda where you want to be.

Carl D'Agostino: 00:32:19

And I'm always trying to get in front of people and talk whether it's whether

Carl D'Agostino: 00:32:22

it's tech, even our techs different.

Carl D'Agostino: 00:32:24

It's just the process of how you build a tech and build a team is I

Carl D'Agostino: 00:32:28

think it really is really important.

Carl D'Agostino: 00:32:30

So some people want to stay quiet, but I think.

Carl D'Agostino: 00:32:34

On the depth side of things, for sure.

Carl D'Agostino: 00:32:35

And be super important to make sure you're building a really good team.

Tedd Huff: 00:32:39

All

Tedd Huff: 00:32:39

right.

Tedd Huff: 00:32:39

So I'm going to ask this just as a backup, as a different way to ask the question.

Tedd Huff: 00:32:45

If you were to build, Solvpath from scratch all over again, what are

Tedd Huff: 00:32:53

three things you wouldn't do again?

Carl D'Agostino: 00:32:57

Stumping me Tedd.

Carl D'Agostino: 00:32:58

I wouldn't do.

Carl D'Agostino: 00:32:59

I don't think I would change anything.

Carl D'Agostino: 00:33:01

I just wish it would happen faster.

Carl D'Agostino: 00:33:02

Cause we've been building the tech for, look

Tedd Huff: 00:33:04

at it this way.

Tedd Huff: 00:33:04

It's what mistakes did you make that I built this and I shouldn't have, or,

Tedd Huff: 00:33:10

and maybe not even down that path, but really just thinking of If I were to build

Tedd Huff: 00:33:14

this all over again, these are like the three things that I would not repeat.

Carl D'Agostino: 00:33:19

Man, I don't know if I have anything specific.

Carl D'Agostino: 00:33:23

I just, I know I don't, I just, maybe I didn't dive in sooner, like I, I

Carl D'Agostino: 00:33:27

didn't realize what we had until we started building it and using it.

Carl D'Agostino: 00:33:30

And then as we start looking at the data and we look at the performance and we

Carl D'Agostino: 00:33:34

look at the things that have broken, we built based on that information.

Carl D'Agostino: 00:33:38

So I don't have any regrets right now.

Carl D'Agostino: 00:33:39

I wish maybe I would have hired a larger development team a little bit.

Carl D'Agostino: 00:33:42

Cause we didn't, again, we built this for a solution for ourselves.

Carl D'Agostino: 00:33:45

This was never, we never looking to get into the SAS tech space.

Carl D'Agostino: 00:33:49

This just happened organically.

Carl D'Agostino: 00:33:51

But right now I've been fortunate enough right now that I'm sure there

Carl D'Agostino: 00:33:53

was some small mistakes, but nothing major that I would go back and say,

Carl D'Agostino: 00:33:57

wow, I wish, I wish I didn't do this or do that hasn't happened yet.

Carl D'Agostino: 00:34:01

I'm sure it will,

Tedd Huff: 00:34:02

but no worries.

Tedd Huff: 00:34:04

No worries.

Tedd Huff: 00:34:04

Hey, is there anything else that I missed that you want to make

Tedd Huff: 00:34:07

sure that the audience knows

Tedd Huff: 00:34:08

. Carl D'Agostino: this is a

Tedd Huff: 00:34:10

So people have a, maybe an understanding after this podcast as

Tedd Huff: 00:34:13

to what Solvpath does, but if they want to they can sign up for demo.

Tedd Huff: 00:34:16

We'll be more than happy to do a demo of the software and.

Tedd Huff: 00:34:20

And that's it, but in essence, as a whole Solvpath is an AI driven

Tedd Huff: 00:34:25

customer support technology that really enforces self-service for consumers.

Tedd Huff: 00:34:29

And we use this visual format and this creative design overlay to

Tedd Huff: 00:34:33

enhance the customer experience.

Tedd Huff: 00:34:35

But that's all pat, that's our vision and that's what it's doing now,

Tedd Huff: 00:34:38

is there a, best way for people to reach out to you or the Solvpath

Tedd Huff: 00:34:41

team to really learn more and to dive in if this is something that interest.

Carl D'Agostino: 00:34:47

Yeah, they can schedule.

Carl D'Agostino: 00:34:48

There's a form that they could fill out real quick.

Carl D'Agostino: 00:34:49

So I want to get in contact with them pretty quickly and based on what their

Carl D'Agostino: 00:34:53

needs and wants are, if they want to do an integration, if they want

Carl D'Agostino: 00:34:56

to just get a demo of the software, they want to speak to some of the

Carl D'Agostino: 00:34:59

dev on an integration after the demo that's we could do that no problem.

Tedd Huff: 00:35:03

All right.

Tedd Huff: 00:35:03

So what I'm going to do is in the, if you look down under the description,

Tedd Huff: 00:35:06

as well as in the show notes, you're going to see links to all of these

Tedd Huff: 00:35:09

different things that we've talked about.

Tedd Huff: 00:35:10

You also have links to all their social medias and all of the

Tedd Huff: 00:35:12

other different it's fun stuff.

Tedd Huff: 00:35:14

And Carl, thank you so much, man.

Tedd Huff: 00:35:17

I know we've been talking about getting together like this for some time and

Tedd Huff: 00:35:21

I, I always learn something new every time I get on the phone with you.

Tedd Huff: 00:35:24

So thanks again for joining us.

Carl D'Agostino: 00:35:27

Thanks a lot, Tedd.