NEW 8/25/16: White Shark Media’s continued improvement in customer service has obviously paid off– they were just listed #527 In The Inc. 5000 List!
White Shark Media, a search marketing agency, offers AdWords and Bing Ads managed marketing services to small and medium sized businesses. Included in the services that are designed to help clients earn more money, White Shark provides product listing ads, full conversion tracking and implement Google Analytics on Shopify platforms to constantly make improvements to ad campaigns. White Shark is a leading digital marketing agency that claims to be cost effective at providing search marketing campaigns and world class customer service. Founded in 2011, it became a partner with Google AdWord in 2014 and later began to work with Bing Ads as part of the authorized reseller program through Microsoft. In their commitment to their clients and to improve their cost effective, flat fee marketing solution, White Shark claims to use customer complaints to refocus their efforts to deliver better services and customer care to all clients. In a blog post, the most frequent complaints and questions about customer service are addressed.
In response to complaints about communication inadequacies and an inability to reach contacts about their accounts, White Shark implemented monthly status calls through GoToMeeting or clients can request a meeting to review the results of their marketing campaigns at any time. GoToMeeting is an online conference tool that allows clients and Shark Media strategist to share a screen to review the monthly reports and the client’s AdWord account. Calls will now go directly to contact persons rather than being answered by a reception. If the contact person is unavailable, the call can be made to the contact person’s supervisor. Supervisors will be responsible for three to five strategists and provide experienced team leadership, campaign feedback and oversee all campaigns. New clients also have the benefit of a Senior Consultant throughout the sign up and optimization processes who will also be available for questions and take an active part in service delivery. White Shark hope that these measures will prove effective at solving problems in customer service and care and continually use complaints to address recurring issues.
Hoping to achieve success for every client within a couple of months, clients who are receiving positive results with their existing campaigns will continue to have that campaign in place while White Shark’s efforts and initiatives become effective. White Shark create AdWords accounts for new clients and start from scratch when developing their campaigns. Clients can also continue to work on their own accounts that are performing well. A big part of achieving success with AdWords is tracking the performance of your campaign to better optimize it for better performance. Each account includes conversion tracking, call tracking and, for some cases, Google Analytics for free. Some clients receive a large volume of customer over the phone and a partnership with Marchex provides call tracking for clients to see how effective their marketing campaigns are at bring in the business. White Shark Media will continue to listen and respond to customer reviews and complaints and use them to improve their services and client satisfaction.
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