To serve customers, like we do at White Shark Media, it requires a careful understanding of the needs of the client. This were the defining works of the team at White Shark Media as per their CMO and co-founder Andrew Lolk. He further said that when the needs of the customers are not given priority, the reactions is a string of complaints.
Some of the typical complaints that the company has purposed to fix are featured here.
Offer tracking services
Customers complained that they do not know how to track their campaign’s performance. They cited keyword performance, conversion, and other metrics. White Shark Media Complaints team realized the importance of client tracking, especially when it is done periodically.
Customers can now track their campaigns through the company tools. The company offers Google or other analytics to the client. The customer is informed and can know when to request an action. The firm is provides tracking of calls through its partnership with Marchex and Ad Word tracking using Google Analytics.
The company noted a great deal of complaints regarding the quality of communication. Most customers wanted to be updated adequately and their questions answered forthwith. The company has had a dedicated team of front office call assistants, but they have not properly handled technical aspects of the services. The company has opted to assign managers. Learn more about White Shark Media Complaints: https://twitter.com/whitesharkmedia
The managers will be in charge of the client and his or her campaign. When a customer calls, he will call the manager directly, and the manager will pull the client’s case immediately to facilitate effective communication. The managers will also make regular status calls and offer teleconferenced meetings to customers.
Client managers or contact persons are assigned SEM consultants. In case they have any difficulty with a client campaign, they can always forward the case. This was a response to the complaint that some of the contact professionals were not in sync with the customers’ demands.
Improve overall quality
Clients complained that the company’s services are overhyped, and they do not deliver on the promise. Part of quality services is a quality planning and an execution team. The company made an effort that every campaign must be developed individually to enhance success.
Whether it is pulled from a working playbook or not, it must be formulated and approved by a senior team of SEM consultants. The overall expectation is that every new optimized campaign outperforms the old campaign and lives up to its billing.