PPC – How to Contact A Customer
Purpose of this SQ How To: Know the way we contact Social & Paid Media customers over different channels.
Applicable to: Social and Paid
Customers: All
Timescale: No set timeframe, applicable when customer contact is needed.
Introduction
You may be required to contact a customer for a specific reason, be that to launch a new campaign or understand how performance is for them, and this is typically done through email or phone calls.
Before any communication with a Customer always ask the Account Manager (AM) how they would like it to be handled (Eg, Whether they would like to do it themselves, whether to wait a week etc).
Time Allocation
The time needed for this task will be dependent on the nature of the call or email. This time will need to be logged against the task you are assigned within the customer’s PPC monthly contract as consultation time.
Logging a Call
To log a call in Accelo, you need to navigate to respective PPC Monthly Contract, from where you will click ‘Add Activity’ and then ‘Log A Call’. Here it is important to CC the relevant people in, including as much detail as possible and any action points from the call so these can be created into tasks to complete.
Summary
You will often be required to liaise with customers for a number of reasons, and this will predominantly take the form of a phone call or email. Before any communication with a Customer always ask the Account Manager (AM) how they would like it to be handled. These communications must be logged against the PPC Monthly Contract, making sure all relevant parties are CC’ed in (Account Manager and Lead if necessary) with as much detail as possible including action points.
If there are any action points from your conversation with the customer, you need to ensure that these are turned into tasks and then completed.