Marketing

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Category	Do’s	Don’ts	Why It matters
Ticket Categorization	Organize tickets by client, campaign, or project type (SEO, PPC, social media, design, etc.).	Don’t mix campaign requests with general inquiries.	Proper ticket management improves response times and enhances client satisfaction.
Client Onboarding	Provide a step-by-step onboarding process with timelines, FAQs, and support contacts.	Don’t assume new clients understand your workflow.	Smooth onboarding builds confidence and long-term client relationships.
SLA Management	Create SLAs for campaign delivery, creative approvals, and revision turnarounds.	Don’t treat all client requests as equal priority.	Defined SLAs improve accountability and project predictability.
Omnichannel Communication	Offer client communication via email, chat, portal, and project dashboards.	Don’t limit clients to one contact method.	Omnichannel support improves transparency and overall client experience.
Automation & Workflow Rules	Automate ticket routing to departments—design, content, analytics, or account management.	Don’t ignore outdated or incomplete articles.	A robust knowledge base reduces repetitive queries and improves customer satisfaction.
Knowledge Base for Clients	Create a portal with FAQs, campaign status explanations, and common marketing terms.	Don’t keep clients guessing about how reporting or billing works.	Self-service resources reduce friction and improve client satisfaction.
Feedback & Satisfaction Surveys	Collect post-project feedback to refine creative processes and service quality.	Don’t ignore client feedback or recurring complaints.	Feedback helps agencies continuously improve and retain clients.
Reporting Automation	Use integrated reporting dashboards for ad spend, ROI, and campaign performance.	Don’t manually send spreadsheets every week.	Automated reports improve transparency and strengthen client trust.
Creative Collaboration Requests	Use structured ticket forms for copy changes, design edits, or approval submissions.	Don’t manage revisions through long email threads.	Centralized collaboration improves clarity and reduces missed details.
Data Security & Compliance	Protect client campaign data and follow GDPR/CCPA when managing analytics.	Don’t share sensitive credentials via unsecured channels.	Secure data handling builds brand trust and prevents compliance risks.
Mobile Accessibility	Ensure clients can review campaigns, approvals, or support tickets from their phones.	Don’t assume clients will always use desktop dashboards.	Mobile access keeps communication flowing and speeds up decisions.
Personalization in Support/td>	Use CRM data to tailor responses and campaign recommendations for each client.	Don’t send generic updates or ignore client history.	Personalized support improves client loyalty and renewals.
Performance Analytics	Track metrics like response time, ticket backlog, and client satisfaction (CSAT).	Don’t manage your service quality without data insights.	Analytics-driven optimization improves service delivery and efficiency.
Internal Collaboration	Use shared notes and internal comments for strategy coordination between teams.	Don’t let communication gaps exist between departments.	Cross-team collaboration improves campaign success rates.
Project Escalation Procedures	Define escalation paths for high-value campaigns or dissatisfied clients.	Don’t let client issues stagnate without action.	Escalation policies maintain client trust and prevent churn.
Client Portal Integration	Integrate your help desk with CRM or project tools like HubSpot, ClickUp, or Asana.	Don’t keep support data siloed from project management.	Integration improves visibility, alignment, and service efficiency.
Proposal & Quote Support	Use standardized templates for service quotes and renewals.	Don’t send inconsistent proposals from multiple agents.	Consistency in documentation enhances professionalism and conversion rates.
Multilingual Client Support	Offer multilingual support for international campaigns.	Don’t assume English-only support fits all clients.	Multilingual support broadens market reach and improves global relationships.
Knowledge Sharing & Training	Train agents and account managers on campaign workflows and client communication.	Don’t rely on ad-hoc knowledge transfer.	Ongoing training ensures consistency and higher-quality client experiences.
Continuous Improvement	Regularly audit your support processes, automate where possible, and update policies.	Don’t rely on outdated systems or manual follow-ups.	Continuous improvement enhances operational efficiency and competitiveness.

Marketing

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