White Shark Media is a Digital Marketing Agency that delivers online marketing solutions for small and medium-sized businesses. They are also part of the Google AdWords Certified Partner program. Despite all of White Shark Media’s claims to help thousands of businesses grow, there has been several complaints from its users.
White Shark Media has acknowledged it’s biggest costumer complaints on its own official website and resolved each one of them separately. One of the biggest complaints from customers was that people do not feel as if the communication is good enough. Many customers found it hard to get in touch with White Shark when needed.
To resolve this issue, White Shark has implemented scheduled monthly status calls using GoToMeeting. GoToMeeting is an online conference tool which allows you both to share a screen so that the client can see exactly what you are doing. Another solution they have added is phone systems with direct extensions. White Shark sends each client their own contact person and they are able to contact that person directly. This ensures that the person that is helping each client knows what they are doing because they were assigned to that client at the very beginning.
In order to grow, a company must change. A big complaint was that customers felt as if their old campaigns were performing better than the new campaigns created. White Shark explained that when clients come in, they must develop a better performing campaign within a couple months. White Shark has made changes to ensure the continuing success of their clients.
According to BBB.org, one resolution that White Shark Media has given to this issue is experienced supervisors who provide feedback on campaign performance. The company has also stated that they do not have to reinvent the campaign for every single client, as long as you have a well-performing campaign then no changes will have to be made.
A large amount of clients complained that that they were losing touch with their AdWords campaigns. The reporting procedures set up were not sufficient enough to let small business’ owners review reports or let them know what was going on. To overcome this problem, White Shark now makes sure that every single client is thoroughly given an explanation of the in and outs of their new campaigns.
This provides them with teh knowledge of their campaign before it starts and makes it much more simple if they want to see the performance of a specific keyword or ad. With all of these changes being made, White Shark customers can be sure that their complaints are being heard and taken into consideration.