Over the years that the firm has been in operation, it has received a number of complaints alongside compliments. White Shark Media has developed a better service by working on complaints to ensure that such problems do not occur in the future. Among the complaints that clients have made include; losing touch with their AdWord campaigns. To resolve this situation, White Shark Media has ensured that clients are explained all they need to know about their new campaigns. This is done to enable them know where to go and check the performance of a given ad or keyword.
Some clients have felt that the communication is not good enough. Communication is an important aspect of White Shark Media. The firm schedules a monthly status meeting for the client and SME strategist to review the outcome from the last 30 days. This is done through GoToMeeting, an online conference tool. It has been highly successful with many clients praising the initiative. Additionally, phone systems have been established with direct extensions that facilitate clients to communicate directly with their contact persons.
Some clients feel that their old campaigns were performing better than the new optimized campaigns. Some procedures have been given prominence to address the issue. First, if the existing campaign of new client is successful, then it will be active in use before a new one is made to offer much better results. The firm also assigns experienced supervisors to run the campaign management and offer feedback on the performance of the campaign.
Other clients have been complaining that they are not finding a contact person that is in tandem with their needs. Some have made it clear that they do not like the creation of campaigns using the firm’s account. In addition, there are those that do not know how to follow the performance of their AdWords and those that do not prefer customers coming through the phone. Over time, the company has adequately addressed all these complaints. Currently, its clients are satisfied with service on offer. Many clients have reported a rise in sales thanks to the AdWords optimization. The team at the firm listens to each client’s needs and ideas with the view to achieving the best results that have made White Shark Media the premier place for AdWord campaigns.