What Matters To Clients: Service
After a painfully unlucky month of dealing with the DMV in Colorado, service is on my mind. It got me thinking about one of the first things I noticed when I joined Votigo earlier this year: clients routinely choose Votigo for our full-service approach to social media marketing.
We are not an ad agency or a social media marketing agency. But it is easy to confuse Votigo for one because of the level of service that, we are often told, is one of two major reasons why clients return frequently. We work with agencies- some of the best in the world- as often as we work directly with brands, and the experience is seamless- because Votigo is transparent and expert in providing powerful social media promotions applications for Facebook, Twitter, YouTube, mobile and the web.
Even in a week in which we are launching a self-service platform, the constant dialogue in our office is “How we can provide legendary service even in a self-service channel?” At first it simply means a brute force effort- lots of late night emails with new users; but by the way, that’s also the best way to learn about our new customers. (Side note: If you are trying to decide which level of service you need from Votigo, start here.)
What does full service mean? It’s different in every case, and it often means “whatever is needed to launch a campaign in time.” A few things come to mind:
- We don’t often pitch our design chops, but our clients aren’t afraid to entrust design to our in-house design talent when their resources are thin.
- There are companies out there that do nothing BUT contest or sweepstakes management- but we are able to package these services, from legal oversight to moderation to winner selection.
- Delivery. While youn won’t see us pitching our ability to launch a promotion FAST, we know it sometimes seals the deal for a client to know that we have a powerful platform from which we can seamlessly customize and launch a new promotion. Having a talented team of 30+ developers - mainly in our Hyderabad, India, office- makes it possible for us to quickly adopt new platforms, add new features and hit tight deadlines with quality marketing apps for Facebook or any channel.
- Expertise - the knowledge and best practices accumulated over five years of powering cross-channel promotions that we can draw upon when needed - is certainly in the mix.
- It may simply mean the security we offer with a dedicated project manager and 24/7 reliability and support from the Votigo team.
The next time you are sitting at the DMV and trying to kill an hour or two, think about what makes for a great service experience. And remember it when you are choosing your social media marketing partners.
