Ever since White Shark Media was founded in 2011, we have received many congratulatory messages and compliments from our clients for exemplary services. However, we have also experienced a good share of complaints. We accept the fact that to build a digital marketing agency like ours from scratch and meet the needs of most if not all our clients is a gradual process.
This post is about letting our potential clients know what White Shark Media is doing and how it is addressing common customer complaints that we have been receiving.
White Shark Media Complaints team has created improvements in that if you had an old campaign that was performing well, the company would assist Clients in borrowing best practices from it to your new campaign. We have worked hard to improve the situation by ensuring that the campaigns are constantly used. We have also hired enough supervisors to work with strategists and oversee the process of providing feedback as well as the performance of every campaign.
This is to avoid the scenario where your new campaign tends to perform badly than your old campaigns.
Keeping track of campaigns and improving communication
Customers have complained that they are usually unaware of the progress of their campaigns as they do not know the ins and outs of their ad campaigns. We have made sure that each Client has adequate information of an ad campaign from the start.
These improvements will help you to know where to go when you want to see a specific ad or keyword. We have also improved our communication strategies by using GOMeeting Technology for monthly status calls. Each client can also now call their contact persons directly through our newly unveiled direct extension contacts.
Our customers have also requested us to offer SEO serves. Currently, we are not offering SEO services. However, we can advise our clients to review SEO proposals that have been provided by your SEO agency. With our experience in online and offline marketing, we can easily tell a good SEO company from a bad one.
Account creation options
Some of our clients also raised concern on why it is only possible to create a campaign on our account. We listened and have now made it possible for you to create a new AdWords account for new ad campaigns. If you have a campaign that has been performing well in the past, you will be able to continue with your own account.
Contact person mismatch
There has been an issue of clients who sign up but end up getting assigned to a contact person who is not well versed with their needs. To abate this problem, we have made sure that there are senior supervisors who keep track of all clients throughout their working relationship with us.
To better evaluate the performance of your AdWords account, we can now install conversion tracking, call tracking and in some cases Google Analytics all free of charge.
We have also realized that most of our Client’s are making their inquiries through the phone. To track these calls, we have partnered with Marchex to provide call tracking services to each Client, who has signed up with us.
Learn more about White Shark Media Complaints: