Affiliates Managers, FFS, just reply to your emails

[MMM]

Dear Affiliate Managers, please, just reply to your emails. If there is one thing you can do to improve your results, this is it.

No matter what.

- You have issues with payments. - Reply to the affiliate asking about it.
- There is issue with conversions - reply to that.
- Your program went down and a week of traffic was lost - reply to the affiliate asking about it.

No matter how disastrous the scenario is, the fact that you reply, directly, would be 10 times better than ignoring and hoping that things will go away. We, or most of us, are reasonable people, same as you. In 99% of cases, we will understand and move on.

Possible that some AM's are mislead, as you are sending hundreds of emails to affiliates to sign up but they do not reply. So you think its ok not to reply to emails. But these things are very different. First case there is no business relation between the parties, while in second one there is. And you do wish to reply to your business partners.

Even if you contribute nothing beyond that, if you respond promptly, you are already ok.


Of course i do not refer to all AM's, many are doing an amazing job, but i assume those to whom it is relevant will know.

[rmeeuwsen]

Possible that some AM's are mislead, as you are sending hundreds of emails to affiliates to sign up but they do not reply. So you think its ok not to reply to emails.

Absolutely!

[newcustomeroffer]

No matter how disastrous the scenario is, the fact that you reply, directly, would be 10 times better than ignoring and hoping that things will go away. We, or most of us, are reasonable people, same as you. In 99% of cases, we will understand and move on.

Amen to that!

[connd]

Before I've used an email in a different name to email them about "bringing to traffic to their brand" and suddenly the replies have been quick, but then of course I let them know who I really am.

[Cash Bonus]

MMM, very well said. Most (with probably only a couple who never replied and it certainly can be Very Annoying) of my AMs have always been prompt to respond whenever any issues arise, and they always get them sorted out for me.

[Dsquared]

It's a pet hate for me too... getting no replies is so unprofessional.

Most programs I'm active with are those who I know I can count on for help/replies...if they don't there's usually an explanation after a short while.

[BCGame Affiliates]

Amen! Well said MMM.

[baldidiot]

Some programs are so bad at this that they email us asking for something (info, deals, updates etc..) and then never engage with our response.

[affy]

Dear Affiliate Managers, please, just reply to your emails. If there is one thing you can do to improve your results, this is it.

No matter what.

- You have issues with payments. - Reply to the affiliate asking about it.
- There is issue with conversions - reply to that.
- Your program went down and a week of traffic was lost - reply to the affiliate asking about it.

No matter how disastrous the scenario is, the fact that you reply, directly, would be 10 times better than ignoring and hoping that things will go away. We, or most of us, are reasonable people, same as you. In 99% of cases, we will understand and move on.

Possible that some AM's are mislead, as you are sending hundreds of emails to affiliates to sign up but they do not reply. So you think its ok not to reply to emails. But these things are very different. First case there is no business relation between the parties, while in second one there is. And you do wish to reply to your business partners.

Even if you contribute nothing beyond that, if you respond promptly, you are already ok.


Of course i do not refer to all AM's, many are doing an amazing job, but i assume those to whom it is relevant will know.

most affiliate managers are useless timewasters. They are spoiled and lazy... but obviously it is not only them to blame but the affiliate director who manages them or the company they work for.

The main problem in our industry IMHO is that most of us working in it make money way to easy... it seems there is no drive, no spirit no will to go the extra mile for many, many years already...

Affiliate manager training sucks (at most companies) and in a lot of affiliate managers are promoted service desk employees that have no clue about affiliates, marketing process and "sales funnel"... They just got the position because after one/two years on support they got bored...

[Triple7]

Most programs simply don't care about anything else than you driving as much traffic as possible. No matter if it's wasted or not. They prefer you sending traffic through links of which the tracking is not working than nothing.

Most affiliate managers are hopping every few months to another affiliate program. They just care about their bonus and their next job.

[Pokerface]

Very well said! And let's include Skype that clearly shows that the messages have been read.

Sometimes by the time you eventually get a response you forget why you were contacting them. LOL

Certainly not replying to e-mails and messages is hurting results and can affect positioning on sites.

[statsdrone]

love a name n shame

[Pokerface]

Slotimo Affiliates!

[xecutable]

That's partially the program's fault though. Quality managers can't start on base salary, some might want a % from the affiliates they bring. Economically it's just easier to hire a bunch of new people from nowhere, with no background at the minimum base, give them a very basic orientation and let them do whatever they do.

After a few months rinse and repeat. This was the trend that started hell perhaps back in 2013 maybe even earlier. The quality managers known around here can be counted on the fingers of one of your hands. The name of the game is quantity over quality.

My guess is, the orientation 2 day program does not stress enough on being prompt with the replies, and/or be prompt for the few chosen ones. I'm also guessing that since the program knows most of the new AMs will move/leave, their sole job is to attract as many new affiliates as possible, or try and everything else is secondary.

[affy]

...My guess is, the orientation 2 day program does not stress enough on being prompt with the replies, and/or be prompt for the few chosen ones...

Since when does "being prompt" needs to be stressed/educated?!

[xecutable]

Since when does "being prompt" needs to be stressed/educated?!

Since they started hiring people with zero background in customer support, customer relations and for many it's their first job. What you and I may find for common sense, isn't present anymore. As someone who has trained, well not AMs, but customer support employees, you'd be surprised how many things have to be broken down and explained, before one comprehends their importance.

Which again brings me to the point, that they'd rather hire someone who's willing to work for the bare minimum, than to find someone with 10 years of experience. You get what you pay for, with the minor difference that it's WE as affiliates who see and feel the problems.

[affy]

Since they started hiring people with zero background in customer support, customer relations and for many it's their first job. What you and I may find for common sense, isn't present anymore. As someone who has trained, well not AMs, but customer support employees, you'd be surprised how many things have to be broken down and explained, before one comprehends their importance.

Which again brings me to the point, that they'd rather hire someone who's willing to work for the bare minimum, than to find someone with 10 years of experience. You get what you pay for, with the minor difference that it's WE as affiliates who see and feel the problems.

"The bare minimum"?!

Not sure which part of the world you live/work but in the EU, US, Eastern Europe and Asia both support agents and affiliate managers that work for casino's are very well payed (compared to similar jobs in other industries)

And as mentioned in one of my previous post many AM's get that position after having worked on support so they SHOULD know the priority of responding.

[xecutable]

"The bare minimum"?!

Not sure which part of the world you live/work but in the EU, US, Eastern Europe and Asia both support agents and affiliate managers that work for casino's are very well payed (compared to similar jobs in other industries)

And as mentioned in one of my previous post many AM's get that position after having worked on support so they SHOULD know the priority of responding.

They used to start at 2000 EUR/month. That's what I referred to as the bare minimum.

[Pokerface]

Since the "name n shame" I finally had a response! Too bad it takes this to get results.

[theGman]

Its interesting to see that there is still an us and them mentality. Having worked both sides of the fence, i prefer to treat everyone as equals and with respect. There are good and bad in every industry and as the bar was set so low in the Gambling Industry previously, you are going to run into non responses. Affiliate managers generally have a set amount of time and priorities and will attend to that first. Sometimes that does mean - no response within a decent period of time. Other times it can be a pointer as to what programs to avoid.