White Shark Media using Customer Feedback to improve Service Delivery

At White Shark Media, customer experience is at the core of our growth. We have always remained receptive of our clients’ feedback, positive or negative. While we take great pleasure in receiving compliments from our clients, we are also eager to listen to their complaints.

It is through consideration of our customers’ criticism that our service delivery keeps getting better. While White Shark Media Complaints team strive to reduce the number of customer complaints, we always encourage our customers to let us know what we can do to be better. Our mistakes are therefore noted and rectified in a timely manner.

The release reviews some of the feedback we received from our customers. It also highlights how we responded to various complaints by establishing permanent solutions to the problems. Some of the complaints include:

Customers losing touch with their AdWord Campaigns

Most of our clients in the categories of small and medium businesses expressed concerns with our reporting systems. They were not able to follow-up on the results of their campaigns.

This problem was solved by improving our communication with the clients.
Clients are now taken through all the steps of launching a campaign before launching it. This way, they can learn how to check their campaigns’ performance. Learn more about White Shark Media Complaints: https://disqus.com/home/channel/whitesharkmediacomplaints/discussion/channel-whitesharkmediacomplaints/white_shark_media_complaints/

Problems related to Communication

The main concern was that clients found it hard to talk to their agent as they were required to first clear with the receptionist. Such problems were solved by introducing a monthly virtual meeting with clients where they are given a full update on their campaign. The meetings are carried out over the GoTomeeting platform.

Clients are also enabled to call their contacts directly bypassing the receptionist. The direct call extension service enables the client to make inquiries regarding his campaign directly to his contact.

New Campaigns not meeting our Customer’s Expectations

 

While the firm actively pursues new ways of bringing results to its clients, the transition period from an old campaign to a new one may prove disruptive to the clients. In this case, we advise our clients to continue using their old campaigns as the new one gains momentum. We also encourage the use of senior supervisors who will oversee and manage your campaigns.

SEO and Contact related Complaints

While we do not offer SEO services, we ensure our clients have hired the best SEO companies by undertaking thorough company reviews on behalf of our clients. When a client feels that his contact is incompetent, we encourage them to use senior consultants.

White Shark Media also ensure that our clients are able to track the performance of their AdWord campaigns. We use such tools as call tracking, conversion tracking, and Google Analytics to enable our clients track their campaigns’ performance.

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