Your Team at Extole
Get to know all of the services we provide our clients and the teams you'll work with throughout the launch process and beyond to get the most out of your Extole programs.
Overview
Our goal at Extole is not to simply make you a savvy user of our platform. We are here to help you strategize ways to drive new customer acquisition, achieve long-term value through engagement, and recognize your customers for their contributions. Whatever your goals are as a company, your team at Extole will help you get on the right path by diagnosing areas for improvement and creating sustainable solutions that produce measurable results.
Design & Strategy Team
When you join Extole, we will provide you with a dedicated Customer Success Manager (CSM) to both guide you through the launch process and offer continued support post-launch. You will have access to your CSM for the duration of your contract with Extole.
Your Extole CSM is responsible for the following:
- Answering all questions
- Managing program design and launch
- Conducting ongoing program and campaign analyses
- Implementing A/B testing and analysis
- Presenting results and providing optimization suggestions
- Providing tactical advice on expansion of the program to align with your acquisition, loyalty, and retention goals
- Educating you on referral marketing and the Extole platform as necessary
When necessary, your CSM will assign other Extole team members to you, and you will also have unlimited access to Extole Support Services.
Your Extole CSM will work alongside you to design and grow your referral program using Extole
capabilities and best practices. As part of your program design, your Extole CSM will analyze key program metrics for the period immediately after launch and on an on-going basis.
Launch Team
Extole Customer Success will build all campaigns for launch with creative assets provided by you to configure Extole pre-built creative templates. The assets your Extole team will need from you typically include brand assets such as logos, lifestyle images, color and font specifications, and other settings. Extole Customer Success will use your creative content and information to configure Extole templates. Each available Extole template includes all of the experiences and components necessary for a successful program, including sharing UIs, standard marketing calls-to-action, and advocate and friend emails.
Once you’ve provided the final review on your program design and given approval, Extole Customer Success will partner with your in-house team for QA and testing at launch. This process ensures an excellent customer experience and verifies that tracking and rewards are functioning properly on desktop, mobile, and other environments envisioned in the program design. Your Extole team will also work with you to develop A/B test ideas and priorities. Based on these plans, we’ll perform an unlimited number of A/B tests using the assets you provide and review the results using the Extole platform’s reporting capabilities.
Creative Team
Extole Creative Services will make any required creative modifications to the assets you have provided, such as changes for mobile-responsive or mobile app environments. Any updates made by your Extole creative team requires your review and approval.
Reporting, Analysis & Optimization
We provide unlimited performance reporting using our on-demand Extole reporting dashboards for programs, campaigns, bursts, and tests. These reports are available for week, month, annual, and custom time periods and track full performance metrics, such as influencer counts, advocate sharing, friend traffic, and revenue. We also provide unlimited marketing call-to-action reports detailing the revenue performance of every CTA so you can discover which placements are driving the most program participation.
In addition, you have access to unlimited operational reports including new advocate reports, retargeting reports, email capture reports, customer relationship reports, conversion reports, and earned rewards detail reports. Based on your program design and requirements, your Extole Customer Success team can provide custom reporting available whenever you need it. Extole Customer Success will also present key results to you on an approximately bi-weekly basis.
Support Team
Extole’s on-demand Support Services are also available to you to answer platform and platform capability questions as well as to resolve technical issues.
Updated 6 months ago