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When unprofessionalism hits the roof - Customer Support!

Discussion in 'Other PPC Networks' started by Reyone, Nov 8, 2014.

  1. Reyone

    Reyone Elite Member

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    Friday, 07, 2014

    Me and my partner started working on a side campaign to get more involved into content marketing & native advertising. We were compiling and collecting all of the brands that offer this type of deal and it was great to see that many of the companies up there seemed to be pretty big, established and legit.

    We love to get on the phone, no matter what it is we are doing or who it is we are dealing, we enjoy picking the phone up and learning how the company operates and deals with their clients. I personally believe that there is no better way to tell how professional a company is than by giving them a ring.

    To our surprise, we soon found out that most of these companies were either terrible when helping their advertisers or simply did not ever pick up the phone.

    The first one we called was Outbrain, I gotta tell you, out of all of the sponsored/contentsharing/native advert companies, they have seemed to be the best (talking about customer support). Then again, out of the 5 phone calls we made, the support was pretty damn terrible, either landing you with someone who had no clue about it and transferred you to a line where nobody would pick up, or simply just could not really help you.
    We then proceeded to call a couple more without success.

    Saturday, 08, 2014

    Our campaign was rejected by Outbrain; no worries, that's absolutely fine and understandable, so we decided to move on to see if we could finally sign up with some other company.
    First one we phoned was taboola.com; out of their 5 locations, none of them was able to reply. Well... it is Saturday and a lot of companies choose not to work, so I guess that's fine :)
    Second one we phoned, get ready for it, http://www.stackadapt.com - very nice site, looks like they got a lot of employees and seems like they deal with some really big brands, well, sounds great doesn't it? Not so much when I decided to pick up the phone. First number I called was their UK contact, after a minute and a lengthy phone call, we were redirected to the voicemail: "Hello, you have reached this persons O2s voicemail..."; awesome, ain't it? What seems to be a bigass company with a cellphone number that does not get picked up leading you to the default o2 voicemail message!
    Well, that was the first number right? So I decided, well, its 7 am in NY, maybe they are already in the office, if I call and they don't pick up, no worries, and if they do, great! So I call, and after 6 rings, this dude that looks like he had the time of his life last night picks up the phone and answers (picture a heavy french accent, no disrespect, I also got a big accent :))

    Him- Hello, who is this? (ultra sleepy voice)
    Me- Hi there, is this stackadapt.com?
    Him- (really confused) ehhhh mmmm yes why, who is this?
    Me- Just an advertiser, wanted to get a bit more information on your network.
    (Shocking one, get ready for it!)
    Him- (angry tone) ah, why are you calling me now? did you know it is 7 am Saturday morning? (angry/confused)
    Me- (At this point I was absolutely like WTF!!!) what do you mean 7 am, is this not the number for stackadapt?
    Him- (angry) yes but it is 7 am
    Me (angry) I cannot believe you are talking to an advertiser like this, this is absolutely unprofessional
    Him- (angry) no, it is not

    At this point I just felt like a retard so I just hanged up, no point in starting an argument with a half sleep dude.

    I have no problem if you do not work on Saturdays, but dude, if you pick up the phone listed on your company's site, HAVE SOME DECENCY AND DON'T FUCK AROUND WITH YOUR POTENTIAL CLIENTS!!!

    Seriously, unbelievable, never seen such a display of unprofessionalism in my life. And if any of you is going to reply with something like "people have a life", you are fucking right people have a life, but just don't link your personal phone to the company or at least don't pick up the goddamn phone.

    ------------------------------------------------------------------------------------------------------------------------------------------------

    So that's the story so far, I will update it later if they decide to call us or something.

    I am by no means perfect, and I do make a lot of mistakes, but what I'm trying to say here is that if you guys put a phone number on a website, BE READY TO ANSWER, and be ready to answer politely, they are customers on the other side of the line... its money and growth for the company, it is absolutely inexplicable to act this way.

    The worst part is probably the fact that these companies have super beautifully designed websites with what seems to be hundreds of legit employees... you just don't expect that.

    Anyways, that's my rant over; definitely learned a lot today, good experience.

    Have a good weekend everyone!
     
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  2. nanavlad

    nanavlad Jr. VIP Jr. VIP Premium Member

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  3. Reyone

    Reyone Elite Member

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    A website's appearance is the first impression a user will receive, and I think you all know what happens with first impressions. So yea, as you are saying, having a great looking site is definitely a must, but being able to establish proper communication channels with your users is definitely another crucial aspect of the business.
     
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  4. sturose

    sturose Power Member

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    That's some fucked up customer service!

    One of my earliest attempts at IM was a dropshipping store which I purchased and naively put my real phone number on it instead of looking for an alternate service. I got a couple of out of hours calls but always remained polite because that's the way I have always been taught to be with customers.

    Maybe you should send them a link to this thread and see if they have the nerve to register and explain their actions!
     
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  5. phluid

    phluid Power Member

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    Strange, I had actually sent Taboola any e-mail today and received a reply back in less than an hour. I'm considering a few options on a couple of my sites and they are one of them. Not sure what kind of traffic you are dealing with but just so you know, Taboola requires at least 500,000 page views a month.
     
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  6. jp_smith86

    jp_smith86 Senior Member

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    Lol thats Strange. And in our office.. We sit all near the phone and pray " PLEASE JUST ONE PHONE CALL." LOL
     
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  7. Ventio

    Ventio Regular Member

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    lol some people. I used to make calls like these and sometimes id get the most ridiculous people. one guy yelled at me cause i woke him up and he works nights ( im supposed to know this before I call)
     
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  8. JoeMongan

    JoeMongan Jr. VIP Jr. VIP Premium Member

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    So it was you who woke me up from my slumber!
     
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  9. Reyone

    Reyone Elite Member

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    Look, it is not about the amount of traffic that I have on my sites, it is about the response a large business gives to their potential clients. Just imagine for a second I was the owner of a humongous site that received a bn UV a month, I called them and they never picked up the phone or simply picked it up in a rude or unprofessional way. You know what would happen? I would not sign with them, simple as that.

    I have nothing against Taboola, they simply did not pick up the phone, which is absolutely fine since it was Saturday. Their services look pretty damn nice and that's why I called. The rant is focused more against stackadapt.com and the way they dealt with me.

    It is actually quite common. When we did SEO research, the majority of the companies we called were absolutely RUBBISH on the phone, some of them seemed apathetic and lethargic.

    As I said on the OP, if you decide not to list a phone number, not a problem, thats absolutely fine with me, I'll send you an email; but if you do decide to list a number as a contact method, BE READY TO ANSWER!

    Yea... well... we all make mistakes and that's just fine, but when you list over 300 employees, millions in revenue and a lot more "big corporate" stuff, you do expect a certain level. The O2 voicemail was certainly magnificent.
     
  10. phluid

    phluid Power Member

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    Right, I was letting you know so that if you don't have that kind of traffic you don't waste anymore time. I'd definitely wait for weekday business hours, otherwise it sounds like you are wasting your time. Yes, if they list a cel phone or anything personal and answer like it's their weekend and not work hours I would definitely immediately cross them off my list.
     
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  11. Ancillarium

    Ancillarium Newbie

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    Amen to the OP. If you can't be polite the lease you could do is NOT ANSWER THE PHONE lol. Put your business hours/support hours up there and have it go to voicemail when you're not ready. This seems like common sense to me...
     
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  12. Reyone

    Reyone Elite Member

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    Just realized you were talking about becoming a publisher; we are advertisers, so we were just looking to pay and run our adverts :)
    Glad to know they only accept 500k+ publishers.

    Update:

    Just spoken to Taboola, awesome support, they definitely take the trophy :) Super nice people on the phone, really helpful and explained everything in detail. Will be testing them throughout the week and I'll let you know.
     
  13. phluid

    phluid Power Member

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    haha.. That would explain a little confusion. Best of luck with them, they seem like a good network for publishers and advertisers.