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Is Poor Customer Support Undermining Your PPC Success? [Pains Series Doc]

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2 ENTERPRISE PAID SEARCH PAINS: Is Poor Customer Support Undermining Your PPC Success? • In the most recent problems or performance drops you've seen, has your provider been available immediately to help diagnose the problem with you? • Does your provider ever push back on your asks because they see better ways to drive value – and explain that reasoning to you? In the current digital marketing age there are many advanced technology providers. However, it's evident that complex business problems rarely have successful stand- alone soware solutions that aren't also serviced with a Customer Success organization. It's a modern, complex business requirement. QUANTICMIND'S ROLE IN THE SOLUTION As a company focused on Artificial Intelligence, stereotypical dogma would position QuanticMind as wanting to remove people from the equation. In reality, we're working to get the best out of people and machines working together. AI and Machine Learning are powerful tools, but they need to be fed the right information and pointed in the right direction. That means partnering with subject matter experts to understand your business model, key goals and metrics, data structure and relevance, and people needs. The Customer Success team at QuanticMind understands what sort of problems can arise when bidding technology companies don't invest in their customers from a people and bidding optimization solution; however, you shouldn't accept mediocre customer support. SLA's about issue resolution, responses, and uptime concerns are only a piece of this puzzle. The majority of a Customer Success team's value in SEM bidding automation comes from experience, involvement, and thoughtfulness. CREATING PARTNERSHIPS When purchasing a PPC bidding solution, you're not just selecting a vendor, you're selecting an extension of your team and a strategic partner. You're buying soware, yes, but you're investing in a partnership that should come with a wealth of experience and expertise. Your best partners will be savvy in a number of key areas: in paid search and performance marketing; in your industry; in the technical complexities; and obviously in the product suite you've bought. Partners take risks for you, provide recommendations that address your business needs, and put in effort to transform those recommendations into action and results. They work alongside you, digging deep and caring as much about your business as you do. There are a few "litmus tests" to evaluate how well your PPC bidding optimization vendor is acting as a true partner: • If you called up your provider now and asked them to explain your business to you, could they do it? Could they explain what business issues keep you up at night? Having an outside perspective is always extremely valuable and if we ever run into technical difficulties, the QuanticMind team are always able to sort the issue in a timely manner." – Hot Topic (QuanticMind Customer) "

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