CEO of Solutions 8 – a growing Google Ads Agency
Sol8 is an official Google Ads partner
What was the problem with client onboarding at your Google Ads agency?
Our Google Ads agency’s service is growing fast and we are now taking on three major clients a week. Our onboarding process is extensive was getting overwhelming for our team and especially our new clients. We need to ask the client a lot of questions and require a lot of detailed information from their various departments before we can commence our Google Adwords agency’s services and ensure the rollout will be smooth, timely and most importantly, successful.
Before Tallyfy, I shot myself in the face every single time we acquired a new customer – onboarding them to set up their Google Ads campaigns used to be horrendous!
The issue was the speed at which we were getting that key information from the client. Without this detailed and thoughtful information from the very start, we could risk losing them money. We used to send each new client a document or form, then they attempted to complete it and sent it back. It took us some time to review it. We then found that things were missing or needed clarification. We would then fix this by calling them or asking them by email. It then took them some time to look into it or find someone who could provide the information we were looking for. Often, we would send them more documents or forms based on the answers they provided in the initial documents. The entire process was tiresome, tedious, and not to mention, simply quite embarrassing for us.
Tallyfy came along and completely transformed the client experience. It’s just blown us away.
Before Tallyfy, I shot myself in the face every single time we acquired a new customer – onboarding them to set up their Google Ads campaigns used to be horrendous! As we planned to scale our Google Ads agency, I needed a way to ensure the client experience got better at the agency, not worse! We did not want to compromise our customers. Thankfully, Tallyfy came along and completely transformed the client experience. It’s just blown us away.”
Which other software did you evaluate before you chose Tallyfy for your Google Ads agency’s client-facing processes?
We tried everything from documents to forms to the usual project management tools, none of them worked for us:
- Google Docs
- Google Forms
- Hubspot Forms
We really can’t expect clients to log into a new tool, take time to learn it, read a mass of information and then answer questions. If you really want to be customer-centric, it should be the other way round, you need to ask the client what they prefer to use. We as service providers should bend over backwards to do things their way.
If you really want to be customer-centric, you need to ask the client what they prefer to use. Not the other way round!
Our clients used to get angered because even though some of these forms solutions we had tried had features such as incremental-saving when clients refreshed the page or walked away, they lost everything that they had taken a lot of time to enter. These documents and forms did not allow for interdependent relationships or variables, which meant the customer would see a long list of things that did not apply to them and they had to duplicate information they entered before. We had the common problem of clients losing their usernames and passwords and granting access to others who needed to help complete the process. Our onboarding sometimes took weeks, instead of hours. I started getting concerned about how we would scale the Google Advertising arm of our agency and the impact this was having on our brand.
At our end, as a Google Ads agency, the tech and features are constantly changing, we need to evolve the ads optimization and management process to ensure strategies are successful. With these old solutions, it was extremely cumbersome to change or improve the process. We would have to demolish the whole section of a form and rebuild all the previous sections.
Our clients and team sail through the Tallyfy process – there is no need for clients to log in, there is one link for everything they need to do, everything saves in real-time – it all works incredibly well!
I think Tallyfy was the fifth solution we tried. Now, all our clients and our Google Ads agency team now sail through the Tallyfy process – there is no need for clients to log in, there is one link for everything they need to do, everything saves in real-time, it all works incredibly well! We can edit the process in minutes and it goes live instantly! It is pretty damn cool!
How has Tallyfy improved your Google Ads agency business and client experience?
From a customer-facing perspective, Tallyfy is just so easy to engage with! They click on one link, they click on a task, complete it and it gets struck off. It’s just super simple! The thing just blew me away. Our new clients go through the onboarding questions so easily and quickly, not being cognizant of the fact that it is quite an in-depth process.
We’re saving 2 hours per client at our end and probably over 30 minutes for the client – most important to me is that!
I would say that we’re saving 2 hours per client at our end and probably over an hour for the client – most important to me is that! The way we present to our new customers has dramatically improved, which in turn impacts client loyalty and retention for the Google ads services.
No more – What’s my password? I don’t know how to log in!
We’re not asking clients to log in, not asking them to create a username or provide their email. They just click on this single forever-link and complete their task or form. And at the end of each day, Tallyfy sends them a gentle email, reminding them of what is left to complete in order to start their Google Ads service.
What specific features did you like most about Tallyfy, and why?
- One forever-link for our client, and they don’t have to log in to see it
We simply share a link with the main client contact and we’re not asking them to log in. This is huge because we ask for things that their team might know and they do not know. Tallyfy makes it easy for the main client contact to share the link with others in different departments. You can add tasks or forms to that same client link any time and even chat with the customer there.
- Ability to easily track the progress of the client
I really love the tracking view! We can just jump into Tallyfy and see how each client is doing – see what is pending, who needs help, and who is done. We take on two to three clients at the Google Ads agency a week, so we’re looking at hundreds of new Google Ads accounts a year! I can’t imagine scaling our Google Ads agency without Tallyfy.
- Ability to improve and easily edit our Google Ads service
The digital advertising market and specifically Google Ads agency’s are exploding and evolving at an unprecedented pace. We always strive to stay on top of the new technologies and trends surrounding it, this means the processes within our Google Ads agency need to keep up with the changes. Luckily, Tallyfy is agile – it allows our Google Ads experts to go in and quickly modify the form fields and steps without breaking the whole process. And, it’s live a few seconds later! There is no change management or training required for the new way of doing things, which to me is a game-changer as we hire more people at our Google Ads agency.
- Ensure that the client is never overwhelmed or asked to do something twice
We use the If-This-Then-That rules feature on Tallyfy extensively. We have a 45 step Goggle Ads process with lots of questions and form fields. Because of this powerful rules and variables feature, the client just sees 3 out of the 45 steps, and the rest are shown or auto-populated if needed. This sounds highly technical, but it really isn’t. Anyone can use Tallyfy, even the less technically-savvy members of our Google Ads agency’s team.
- Our Google Ads agency’s brand is prominent
We can customize the colors of Tallyfy so it looks like it is our Google Ads agency reaching out to the client, not any old app. Customers need that kind of reassurance. It’s an amazing white-labeled service and makes our Google Ads agency more proficient and professional.
Tallyfy does not market itself to our clients like other project management apps like Monday.com have in the past – There’s a company that is rebuilding our Google Ads agencys website, they have made me use Monday.com and I detest it! As I engaged with them, they sent me a video on how to use Monday.com, and then when I joined their Monday.com, Monday sent me their own tutorial on how to use it. And now I am being marketed to by Monday.com! Tallyfy doesn’t do that, it is truly built for our clients and we can trust that it will always just do that!
Who would you recommend Tallyfy to?
Our Google Ads team and I were invited to speak on the subject of client onboarding at the Digital Marketing Institute (DMI) corporate headquarters where Digital Marketers Certified Partners struggle with growing their online marketing agencies, simply because they cannot find a way to make the post-sales process efficient without compromising the quality of the outcome. They should all use Tallyfy!
I can’t imagine scaling our Google Ads agency without Tallyfy.
Tallyfy has done an exceptional job at transforming our client experience at our Google Ads agency. But, we also use Tallyfy for documenting our key procedures like employee onboarding, account management for Google Ad campaigns and even optimizing Google Ads.