"Communication between you and your PPC team is critical to everybody’s success. As your “search engine representatives”, we want to know your business, your audience, your product & your goals as well as you do. In return, you're going to want to know things like what’s working, what’s not and why."
Communication Through Reporting:
We’ve built a custom reporting solution that gives you answers to over 200 questions about the performance of the campaign in 1-click. You can learn more about our reporting solution in the Reports section, but here’s a brief example of the types of graphical reports you can generate in 1-click using the BIGLocal PPC Reporting system.
- What Are My Top 20% Converting Keywords
- What’s My Best Converting Ad Copy
- What’s My Lowest CTR% Ad Copy
- Which Keywords In My Account Are Profitable
- Which Keywords In My Account Are Not Profitable
- How Many Of My Keywords Have 10/10 Quality Scores
Reporting is just 1 facet of our multi-layered communication system. We also offer several ways for you to communicate directly with our team regarding your campaign.
How To Communicate With Us?
- 1-on-1 Goal Setting
Once a month (at the beginning of each new cycle), we will schedule a telephone meeting with you, where your primary Search Marketing Specialist will review the goals you and he/she set out the previous meeting to discuss where we missed, achieved or surpassed our goals. We will also take that opportunity to outline potential action plans we can take in the upcoming month to improve on performance. Finally, we’ll outline a new (or revised) set of goals to achieve in the upcoming month.
- Email Support
We offer UNLIMITED Email Support with all service levels except for our $99 Starter Management plan (which comes with Limited Email Support). Unlimited support means you can email us regarding virtually anything regarding your PPC & you can expect to get a response (and likely a resolution) within 48 hours; although our target is to respond to all emails within 3 hours.
- Telephone Support
We offer limited telephone support to our clients. Limited support covers any technical issue with an account, as well as any service level changes you’d like to explore.
- IM Support
Instant Messaging has also become an integral way in which we communicate with our clients. We utilize MSN Live Messenger, Skype & Google Talk Chat Clients. You can even start a chat session using the on-site chat App we offer. We treat IM in the same way as the telephone & all plans (excluding the $99 Starter-Plan) come with limited IM support. If you opt for dedicated support, you will have UNLIMITED IM support with your dedicated Search marketing Specialist.
- LIMITED vs. UNLIMITED SUPPORT
Reason For Contact
|
Limited Support
|
UNLIMITED Support
|
|
Got An Email From Adwords About Disapproved Ads
|
YES |
YES |
| Change Your Service Plan |
YES |
YES |
| Found An Error In Ad Copy |
YES |
YES |
| Discuss Ways To Improve Your Landing Page |
NO |
YES |
| Want To Discuss Marketing/PPC Strategy |
NO |
YES |
| Discuss Significant Changes In Campaign Performance |
YES |
YES |
| Have reports explained to you |
NO |
YES |
| Adjust Your Bids/Budget |
NO |
YES |
Dedicated UNLIMITED Support
If you opt for a Dedicated Search Specialist to manage your account then you will have UNLIMITED telephone support. To properly set your expectations, you should understand that it will be hit & miss getting your Search Specialist on the phone when you call in, regardless of the service level; as our Search Marketing Specialists go offline (phone & web) when working on client’s accounts. If you do call in during a time that your search marketing specialist is not available our support staff will log the call & send it to your Specialists workstation so they receive it as soon as they log back in from a client work session.
Hours Of Operation. Our support team is in place to serve you Monday-Friday From 8:30am-6:00pm EST. If you have an emergency with your account, you can simply email us and our emergency support rep will help you out the same day.
