In this exclusive interview with Valiant CEO Magazine, we sit down with Ben Walker, the visionary founder of Ditto Transcripts, a company that champions the power of human transcriptionists over machines.
Ben Walker’s unwavering belief in the importance of human transcription has propelled Ditto Transcripts to become a frontrunner in the industry. As we delve into his entrepreneurial journey, he shares how the business’s exceptional customer service has been the bedrock of its growth and sustenance.
With a profound understanding of the significance of top-tier customer interactions, Ben unveils the strategies that have empowered Ditto Transcripts to establish enduring relationships with clients.
Discover how this customer-centric approach, alongside the art of human transcription, has not only set Ditto Transcripts apart but also redefined the landscape of communication services.
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Table of Contents
Ben, thanks for taking the time to chat with us. Can you start by telling us what led you to start Ditto Transcripts, a company that relies so heavily on human transcriptionists?
Ben Walker: I started Ditto Transcripts because I believe that humans should do transcription, not machines. Transcription is an important part of communication, and it should be done accurately and with the care of the human brain.
There is no substitute for the human touch, intuition, and sensibility, especially when it comes to dealing with industry jargon, technical terms, accents, dialects, and providing the necessary context.
In your experience, what role does excellent customer service play in the success of a business?
Ben Walker: Excellent customer service is not only vital for the success of any business, it is also the right thing to do. It helps you retain your customers, earn new ones, and build a positive reputation for your company.
We often earn new business simply because we treat our customers well and prioritize their best interests in all of our dealings with them.
What strategies have you found to be most effective in providing top-tier customer service at Ditto Transcripts?
Ben Walker: Well, there are a few. Firstly, we make sure our employees are well-trained. This gives them the confidence to manage customer interactions effectively.
Secondly, we listen to our customers, understanding their concerns, and offering tailored solutions. We also strive to be highly responsive before, during, and after hours which sets us apart from our competition.
We aren’t afraid to go above and beyond when required, as it sometimes takes extra effort to make a customer happy. And, of course, we always treat our customers like family, creating long-lasting relationships that span over a decade for some.
How have you used these principles of customer service to help scale Ditto Transcripts?
Ben Walker: These principles have been instrumental in scaling Ditto Transcripts. By focusing on customer satisfaction, we’ve established a loyal customer base.
We’ve also been able to attract new customers, mainly because they’ve heard of our reputation for excellent service. Our dedication to treating our customers well has effectively turned them into our best salespeople.
You’ve been vocal about the limitations of AI and voice recognition software in transcription. Could you elaborate on why you think human transcriptionists have an edge?
Ben Walker: Voice recognition software is often limited by its algorithms and struggles with industry jargon, technical terms, and words and phrases not in its dictionary.
On the other hand, human transcriptionists have a wealth of experience in multiple industries and can provide the necessary context for what is being said and identify speakers correctly.
They have a knack for interpreting the nonstop umms and uhs that they invariably come across. These qualities, I believe, give them an edge over any machine learning or voice recognition software.
What has been your experience in leveraging PR to scale Ditto Transcripts?
Ben Walker: Public relations has been a powerful tool in building brand recognition and establishing credibility in the industry.
We’ve leveraged various media and communication channels to increase brand awareness and credibility among potential customers, investors, and industry peers. This has helped establish Ditto as a thought leader in the industry and has contributed significantly to our continued growth.
Lastly, what advice would you give to other CEOs or aspiring entrepreneurs on scaling a startup?
Ben Walker: I would emphasize the importance of focusing on customer satisfaction, diversifying your services, hiring top talent, and leveraging technology judiciously. Above all, maintain a strong work ethic.
Remember a startup’s success relies heavily on how well you serve your customers. And as you scale, don’t lose sight of the values that made your company great in the first place.
Always aim to improve, be responsive to your customers’ needs, and treat your team well. In the end, your customers and your team are your best assets.
Jerome Knyszewski, VIP Contributor to ValiantCEO and the host of this interview would like to thank Ben Walker for taking the time to do this interview and share his knowledge and experience with our readers.
If you would like to get in touch with Ben Walker or his company, you can do it through his website.
Disclaimer: The ValiantCEO Community welcomes voices from many spheres on our open platform. We publish pieces as written by outside contributors with a wide range of opinions, which don’t necessarily reflect our own. Community stories are not commissioned by our editorial team and must meet our guidelines prior to being published.