Assistantly is a California-based startup that helps businesses hire high-quality overseas talent. “We find unicorns for our clients,” says CEO Laith Masarweh.
As Assistantly’s client base has quickly grown, Masarweh has made sure that delivering an exceptional customer experience remains a strategic priority.
“You really have to be obsessed with your clients,” he says. “That's something that I really focus on is giving our clients a great experience. I always think of little things that we can do on the client side to just make the experience better, different.”
The Challenge: Finding A Waste-Free Gifting Platform
After receiving a gift from a vendor following a discovery call, Masarweh knew that he wanted to incorporate gifting into Assistantly’s customer lifecycle.
“Someone had sent me a DoorDash gift card after a meeting. I really appreciated that. It made me more into that company because the sales rep did that. I wanted to recreate that at Assistantly.”
"One gifting platform I researched quoted me $15,000 and a 12-month contract. It seemed like a really complex platform. I thought this was just sending gifts online."
Masarweh had found that sending gift cards in a conventional way was wasteful. “I’d buy $50 or $100 Starbucks cards, and then the customer wouldn’t even use them.”
Yet after exploring gifting platforms on the market, Masarweh was surprised by their cost and complexity.
“One gifting platform I researched quoted me $15,000 and a 12-month contract,” he says. “It seemed like a really complex platform. I was having trouble understanding why it was so complex. I thought this was just sending gifts online. It seemed like an elaborate system that had to be integrated into our workflow.”
By comparison, Masarweh says, “Goody was so much easier to understand, and the plans are flexible and better value.”
The Solution: Digitally Branded Gifts Throughout the Customer Journey
“When a client signs up with us, or they onboard with us, we send them a gift,” says Masarweh. “We’ll use the gift to say, ‘I’m your Client Success Manager.’ We send gifts throughout the client journey.”
"Nine times out of ten, we hear back from the customer – how much they appreciate the thoughtfulness."
For the most part, Assistantly uses gift cards like Amazon or DoorDash. The gifts have received glowing responses from their customers. “I’d say, nine times out of ten, we hear back from the customer – how much they appreciate the thoughtfulness.”
After a customer signs, Assistantly celebrates specific dates with gifts. “We send them a gift three days out, three months out, six months out,” he says. “We send about four to five gifts per year.”
Because Goody doesn’t charge for gifts until they are accepted, Assistantly’s team doesn’t need to worry about gift cards going into a black hole. “That’s one of the biggest perks, besides ease of use,” Masarweh says.
Assistantly also creates customized digital cards for their efforts, complete with Assistantly’s branding.
The Results: 100+ Clients Delighted
Within a few months, Assistantly had used Goody to nurture more than 100 customers throughout their client journey. The impact has been palpable.
“I know firsthand how well Goody is working, because I see all the thank-you notes,” Masarweh says.
For Assistantly, delivering an outstanding customer experience has become one of their key growth channels.
“We often work with larger businesses, where one customer might refer us to another colleague within another department,” Masarweh says. “There’s no better client than a returning client – and there’s no better growth channel than word-of-mouth. That’s why Goody has been integral here.”
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