White Shark Media Complaints team introduced a new process designed to address their customer’s questions, concerns, compliments, and complaints in a constructive and effective manner. In order to achieve and maintain a high level of customer satisfaction, White Shark Media compiled a list of common complaints received over the years and the company has developed unique ways to make sure these issues do not happen again.
In order to address complaints related to Adwords campaigns, White Shark Media has improved their communication with their clients. For new campaigns, the company now thoroughly explains the nuances of the campaign so the clients understand how to check out their campaign’s performance as well as other important Adwords metrics.
Communication is key. White Shark Media aims to reduce frustration and participate in meaningful communication with their clients in order to help them achieve outstanding results. Two major communication strategies are now implemented by the company to improve communication with clients. First, White Shark Media is now scheduling monthly status calls with GoToMeeting. The company also implemented a phone system with extensions so that clients can reach a human operator in a more efficient manner.
The criticism of White Shark Media’s campaign competency was taken very seriously by the company. White Shark Media has improved its ability to better manage Adwords campaigns by creating stronger teams of SEO strategists as well as placing a supervisor with every SEO team.
While White Shark Media does not currently offer SEO services, the company has improved its ability to distinguish between stellar and incompetent SEO service companies. White Shark Media now reviews all client SEO services as well as the company so that clients will not lose money with their SEO vendor.
Customer Support Services
White Shark Media improved upon their customer support services by restructuring the way in which they lend a hand to their clients. Unlike their previous model, White Shark Media’s new clients are placed with a Search Engine Marketing (SEM) Manager and the manager stays with the client to offer support services throughout the duration of the client’s campaign