Here’s a glimpse into our client onboarding process, training tools, and ongoing customer service.
Hands-On Training With a Personal Touch
Nanigans assigns an account manager to each new client. Their ongoing role is to provide platform support via phone calls and email, to answer questions and supply business strategy when needed. During initial ramp-up, we run two 2-hour sessions to familiarize end users with the components of our platform and make sure they understand how to achieve their unique business goals using various Ad Engine tools, from Website Custom Audiences to Cohort Analysis. We also cover reporting methods, and how to evaluate campaigns day to day.
Since four hours only brushes the surface of Ad Engine’s capabilities, it’s the account manager’s job to provide continuing education based on goals that the client communicates over time. For the first two weeks, most clients opt for a daily call and QA session. Since customer success is our primary concern, we will periodically audit campaigns to identify where different tactics might be employed, as well as make recommendations based on data findings. Occasionally we will pull in our analytics or optimization teams if we require additional insight into a problem or challenge.
In the Loop Communications
Account managers are routinely in touch with clients once the formal training period is over, in order to check in and receive feedback. Because our SaaS focus means we are continually improving Ad Engine with updates and feature releases, our product team is also part of the communications loop. In the interest of keeping clients informed and prepared to take advantage of rollouts, we send out weekly or bi-weekly updates about what’s in the pipeline and when it will launch. Our account managers and sales team take new feature feedback and requests very seriously, forwarding all inquiries to the product team for evaluation.
To cater to customers around the globe, we’ve built up an online training database containing video tutorials like Facebook Marketing 101, Concepts Behind Ad Engine, Value-Based Bidding and High-Level Reporting. To keep current and prospective customers in the know about new features and how they are being used, we frequently share blog posts highlighting examples and best practices for using the platform.
Here are a few of our latest updates:
- Conversion Tools Go Self-Service on Ad Engine
- Easily Visualize Ad Campaign Data With Performance Analysis Charts
- Sharing Ad Campaign Reporting With Your Team Just Got Easier
It’s important to note that our onboarding process is extremely flexible because every client defines success differently. Companies who have recently taken their marketing in-house often require extra customer service because they’ve hired someone specifically to leverage all our capabilities and constantly ask questions about how campaigns can be improved. Companies with experienced paid marketing directors at the helm may prefer to opt out of weekly calls and emails, requiring less support. Whatever the case may be, we are at the ready to train, teach, test, advise — and most importantly, listen.