As we look to the future we cannot leave behind the lessons we’ve learned in the past.
When we doubled down on our commitment to build the ideal platform to move money, we knew we needed to evolve in the way we support our customers. Even though we offer a white label API, we are invested in the success of our customers and their end users.
To address those challenges and provide the best experience possible, Dwolla has been hyper focused on improving all aspects of our interactions with customers. It’s the reason I joined the company in August 2018. I wanted to focus specifically on this initiative and I couldn’t be more excited about where we are headed. Our Customer Success team believes in our product, culture and ability to delight customers. We continue to build on those beliefs every day.
Defining Customer Success at Dwolla
Customer Success has a very literal meaning for us at Dwolla. We are invested in more than just keeping our customers happy; we care about the success of your product and your company.
Our Integration Management team helps customers ensure their app is set up to succeed from a technical standpoint and operating efficiently on the Dwolla Platform.
“My favorite part about being an Integration Manager on the Customer Success team is learning about different businesses and how they want to utilize Dwolla. A big part of my role is understanding our customers’ business model and their needs/wants in a payments partner. My goal as Integration Manager is to help our customers navigate the integration process while also ensuring we’re focused on their business needs. It’s an exciting time at Dwolla, and I’m happy to be a part of it!” —Ashley Schlake, Integration Manager
Our Account Managers help ensure long term success after your apps go live.
“The best thing about being a part of the Customer Success team at Dwolla is our ability to watch our customers grow and succeed. It has been a joy supporting and working directly with application developers from all areas of the world. We work in tandem with our customers to help solve simple and complex problems alike.” —Nick Buckton, Account Manager
As your company grows and changes, we’re with you every step of the way.
Going beyond traditional customer support
We strive to understand your business and how we can help you scale successfully. In practice we’ll do whatever it takes to live up to that. Whether it’s a simple phone call to solve an issue, an all hands meeting to provide a custom solution or just burning the midnight oil to hit a deadline.
At Dwolla, Customer Success is a company-wide mentality. While we have a dedicated Customer Success team, our entire company is focused on improving your experience.
As we move in to 2019 you will see continued improvements to our Platform, new efficiencies in the integration process, more resources to help you with day-to-day questions and a widening product offering. Why focus on these things?
All of this increases our ability to help you and your business succeed.
We focus on listening
We know how important it is to listen to our customers’ feedback.
In fact, the direction we’re headed in is largely a byproduct of feedback we received from customers. We heard the call to build a fast, secure and affordable white label API to connect our customers to the ACH Network.
So we built it.
While this shift led to the deprecation of one of our legacy products, our renewed focus brings us closer to our goal of being the ideal platform to move money and support the value layer of the internet. As we move forward, listening to our customers will be critical to sustaining success.
As 2018 comes to an end and we look to 2019, there are many exciting changes happening at Dwolla.
We are never done learning and growing and are excited for the opportunities that lie ahead. We hope you’ll come join us!