One of the most common complaints is clients losing touch with their AdWords Campaign. Initially, the reporting procedure that the firm had put in place was inadequate to small enterprise owners. They were unable to review reports and find out what was happening to their complaints. In a bid to rectify the problem, the firm had to ensure that every client was taught everything about their campaigns and how such campaigns work. By understanding a campaign, it is easier for a client to a follow up on his or her complaints.
Another common complaint is lack of good communication skills. In the past, a number of clients have found it frustrating to keep in touch with their contact person. In order to eradicate the problem, the firm decided to schedule monthly calls via GoToMeeting, which is an online platform. By sharing a screen via the platform, the firm can go through the report with the participation of the client. White Shark Media created direct extensions where clients can talk to their contact person.
A number of clients want a one-stop shop. Others have been requesting White Shark Media to introduce SEO services. White Shark Media does not offer SEO services but recommends great SEO vendors and also look through the proposals to ensure clients are receiving the services that they pay for. Some clients do not like the fact that the campaign is created on the White Shark account. Therefore, the firm now uses a new AdWords account for all clients. It also walks with them systematically during the developing process. In case a client has an account, White Shark Media does the campaign on that account.
During sign up, clients are assigned a contact person who knows how and what the client wants. Once sign up is done, clients find themselves with a contact person that does not understand them and their needs. The client will feel frustrated and opt out. However, White Shark Media ensures that the senior consultants follow up with each client from sign up stage to optimization stage. This is done with the view of helping them understand the needs of each client and be available in case clients have questions.
Some clients receive inquiries from their customers through the phone and are unable to track the calls. White Shark Media has provided solutions by partnering with Marchex in offering call tracking services to every client that signs up.