With ad tech providers such as EXADS, it is now easy to build your own ad platform, customize it and brand it the way you want. This gives you the advantage of a shorter time to launch, saves you money and resources and allows you to focus on acquiring your clients: advertisers, publishers or both, depending on your business model. But what happens next? This is where the importance of customer support kicks in. Same as in any other business, excellent customer support is a must for digital advertising platforms. Using the right tools can be a game changer in terms of advertiser and publisher retention. Take for example, the latest EXADS integration, with tawk.to, a messaging and customer management software makes it easy to monitor and chat with customers in real time.
Research from Zendesk shows that:
A report from Salesforce that included 3,600 business buyers surveyed worldwide revealed the following stats:
With customer support being an integral part of the customer experience (CX) Qualtrics XM Institute found that:
Additionally, Invesp compiled an infographic that shows that:
Let’s take the example of an ad network that is self-service, so advertisers and publishers can create accounts with minimal human interaction. Live chat can provide a means of direct communication that can iron out any queries that the user might have once they log in and start using the ad platform.
Common queries that can easily be solved via live chat include: queries regarding alerts or notifications that advertisers and publishers might have questions about, payment queries, account status, campaign reviews, website reviews. Live chat can also help Customer Support teams advise platform users regarding new features, when to use them and how to use them. This will ensure a smooth adoption of new functionalities.
Data reported by an ad network, client of EXADS, shows the most common queries that make up for over 50% of the total queries solved via Live Chat, over one year (June 2022 - May 2023):
At EXADS, our commitment to excellent customer support is paramount. We understand the significance of equipping our clients with the appropriate tools to deliver a high-standard service to their own customers. That's precisely why we have chosen to offer an integration with tawk.to.
Tawk.to is a live chat application that has become the most widely used in the world. Even better, it is a free tool! It has captured over 20% of the market and is the fastest growing company in its space. Tawk.to allows businesses to engage with their customers through live chat widgets on their websites. With over 1.7 billion people interacting with a tawk.to widget each month, the platform has a massive user base. Same as EXADS, the company prioritizes understanding and serving its customers.
One of the key offerings of tawk.to is its 24/7-365 live support, ensuring that businesses can always reach out for assistance. The company also provides a feature-packed product available in 27 different languages, catering to billions of consumers worldwide.
There are two paid add-ons:
With the tawk.to integration, you can offer excellent customer experiences to your advertisers and publishers. It gives you the ability to help them exactly when they need to be helped, which can be crucial in ensuring that they use your platform correctly and they apply the right settings for their campaigns or ad zones.
A live chat tool will help you increase customer satisfaction, loyalty and ultimately will boost your advertiser and publisher retention. Below, we look at some of the KPIs that tawk.to can help with:
Once EXADS has built and customized your ad serving platform the way you want it, you can request the integration with tawk.to. After our developers enable the integration on your platform, all your advertisers and publishers will have access to the live chat tool through an icon that will be displayed on your platform.
The default icon is a blue speech bubble in the left bottom corner, however, the color, size and position of the icon on the page can be customized to match your branding requirements.
This will give your clients the ability to contact your support team whenever they need assistance, by simply clicking on the speech bubble icon. At the start of the conversation, they will need to provide their name, email address, a short message and then click on Submit.
With real-time access to this information, your team can engage in immediate conversations with clients and provide instant support. While it would be ideal to solve all requests in one interaction, sometimes it's not possible. In such cases, tawk.to's ticketing system serves as an alternative when real-time chats and calls cannot offer immediate solutions. By following up through email and tracking the entire conversation, businesses can ensure timely responses.
In summary, the flexibility and versatility of tawk.to align perfectly with our commitment to empower our clients. This instant and direct communication channel fosters meaningful interactions, enabling our clients to address advertiser and publisher queries, resolve issues, and provide advice.
EXADS offers a number of integrations that are available for the ad platforms that we build and can help you improve your customer experience and retention. If you would like to add tawk.to or any of the integrations on offer to your ad platform, don't hesitate to contact us!
Product Marketing Manager
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