White Shark Media has been recommended by a majority of its customers due to the high number of leads it offers to their businesses. These leads have led to the exponential increase in sales and expansion of such businesses. However, there are also several complaints that this company has received and their way of handling them has helped the company become much better in the end. Below are some of the typical complaints that White Shark Media receives and the actions they take to handle them.
Customers Losing Touch with their AdWords Campaigns
Small business owners had a difficulty reviewing reports or knowing what was happening with their AdWord campaigns run by White Shark Media previously. This was because of the reporting procedures the company had undertaken initially. In order to handle this issue effectively, White Shark Media, came up with a new way of ensuring that each of their client receives a thorough explanation of all their campaigns ins and outs.
Communication was not good enough
Communication is an important task for consultancy agencies and clients felt that in the past the White Shark Media communication was not at its best as they had to pass via the receptionist first. The company handled this issue by implementing monthly status calls that are scheduled using an online conference tool referred to as GoToMeeting. This allows the company to share a screen with their customers who are able to see everything that the company would be doing. It also implemented phone systems that had direct extensions of their individual contact person. Clients are given the contacts of their contact person as well as their supervisor to allow seamless communication.
Old Campaigns performing well than the new Optimized Campaigns
Clients always complain and criticize the company’s overall competency. This is because they expect the company to always develop campaigns that perform way better. The company adopted two procedures in order to ensure that every client tastes success in their campaigns. The company ensures that any existing campaign is actively in use in order to produce a better performing one. It also brought in supervisors who always provide feedback as well as supervise all the campaign management.
Campaign been created on the Company’s Account
The company started a procedure to be used by new clients so as to start their campaigns from scratch for their new AdWords accounts that had just been created. However, some clients seemed not to be happy with this as it seemed counterproductive especially when a campaign that still exists is doing well. The company handled the complaint by letting its customers continue using their own accounts if they had previous campaigns that had performed greatly.
The company has also signed with Marchex for the provision of Call Tracking for customers whose most business comes through the phone.
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