At Campaignium, customer service isn’t just a process we follow—it’s ingrained in our company culture. We approach every client interaction with a mindset of care, proactive problem-solving, and a commitment to exceeding expectations. This service-oriented approach is spread throughout all aspects of our work, from strategy development to campaign execution, ensuring that our clients always feel valued and supported every step of the way.
In our fast-paced world of marketing, customer service is the driving force behind building customer relationships, keeping projects on track, increasing brand awareness, and ultimately sets us apart from other companies in the same industry. At Campaignium, our customer service process is multifaceted and every team member is involved at every step along the way.
The First Impression
Customer service starts before all internal teams are even involved. Once a potential client reaches out, how we respond/how quickly we respond will set the tone for the relationship. A timely, professional, and clear response of next steps and what to expect can make a world of difference at just the beginning.
Once a client decides they want to work with us, the onboarding process moves into full swing. A dedicated account manager is chosen for your account, there is an introduction to the AM, and an internal kickoff meeting between the entire team assigned to project(s). We guide you through the process, introduce you to the team, set up initial strategy meetings, and walk you through what to expect. We want you to feel valued, informed, and excited about our partnership – and the big decision you just made in choosing a digital marketing agency to work with.
Strategy and Planning
After the initial onboarding, we have several internal and client facing strategy meetings. This is critical for customer service as it requires listening and understanding of the client’s needs, goals, and challenges. The account manager, along with team members from other teams involved work closely together to create a plan of action.
Throughout the entire process, clear communication is crucial. We have regular check-ins (weekly, bi-weekly, monthly – depending on what works best and makes the most sense for the client), detailed presentations for all services that each respective team member reviews during meetings, and open communication for questions and feedback. We want our meetings to be more conversational than anything. Our goal is for each client to feel heard, involved (as they want to be), and like they’re the only one we’re working with.
Ongoing Management
As we continue building client relationships and the strategies surrounding the overall campaigns, the customer service process evolves into day-to-day management. This includes:
- Regular communication about project status and updates (including recurring analytics meetings)
- Quick responses to questions or concerns
- Flexibility to adapt to new/different strategies when needed
- Continued transparency about processes, progress, and deliverables
While also having access to every team member who is working on your account, the account manager will still serve as the primary point of contact. They must be an advocate for the client while also advocating for the team and aligning all client goals with the capabilities and best practices of the agency.
Resolving Challenges
Every project will likely have an obstacle to overcome, how an agency handles these problems when they come up can directly impact the client relationship (for better or for worse). Our customer service process includes a clear and prompt plan for addressing issues, this usually involves:
- Acknowledging the problem
- Gathering the facts and meeting as an internal team to discuss in-depth
- Meeting in-person or virtually to present a solution or plan of action
- Following up to ensure the issue is resolved
- Learning from each challenge we are faced with
Customer Service in a Digital World
While much of our marketing revolves around data and the ever changing world of digital with new trends, technologies and strategies to test out, customer service is always needed and can always be improved upon. It’s about truly caring, building trust, understanding, and cultivating relationships that go beyond the transactional.
Every team member within the company plays a role in customer service and how we are perceived. It’s not all about providing quality results, it’s about making sure the client feels like they made the right choice in the marketing agency they chose.
By making customer service a priority, we can build better customer relationships and ultimately turn them into advocates of the company. This drives referrals, increases revenue, improves reputation, and helps us maintain competitiveness in our industry.
