Tuesday, January 13, 2009

Top 5 WidgetBucks Support Questions

While WidgetBucks transitions to a new and improved customer support ticketing system, we thought we'd provide a summary of top issues coming into our customer support team:

1. Why are my eCPMs fluctuating?
We're seeing a combination of things happening, not just across the WidgetBucks network but the industry as a whole: First, simply put, Q1 is not Q4. Each year, during the holiday season, price premiums are built into Q4 ad spends, and as the shopping season passes and enters the new year, those premiums tend to go away. This year is no exception and is a trend we also saw last year on the WidgetBucks network. History has shown that this tends to rebound as the quarter continues.

Second, as the economy has impacted brand budgets, we're seeing more movement, both coming and going, of advertisers across our network. We're working with existing ad partners, as well as pursuing new relationships, to maintain eCPM (effective cost-per-thousand impressions) as things stabilize after the holiday. Nonetheless, see this report on TechCrunch around the trending of eCPMs industry wide.

Our No. 1 goal is to make you, the publisher, more money than on any other network -- and that's what we're committed to. If you are experiencing issues with eCPM, we encourage you to contact Tue Pham (pronounced 'Tray'), Senior Publisher Network Manager, at tue.pham [at] widgetbucks [dot] com (pictured).

2. Why is my application being denied?
WidgetBucks is focused on securing advertiser relationships to create the most revenue for our publishers. As a result, our advertisers need assurances from our team that content on sites containing WidgetBucks ads is conducive to their brand values, and meets our Terms of Use. Applications from sites that contain adult and gambling content, or those with offensive language, get denied. Also, sites that are not completed, still in development or have just a single blog post on them will also get denied. This is consistent across the industry when it comes to approvals (BlogCatalog is another example).

3. Why has my account been suspended?
We are finding that a majority of sites that get suspended are a result of miscategorized or misrepresented content. When this is determined by our content review team, standard protocol is that we email the publisher to alert them of the issue. Frankly, when the content is grossly misrepresented, suspension typically happens immediately. When the misrepresentation is borderline, we contact the publisher and provide them 24 hours to make any adjustments, and if those aren't made or there is not response from the publisher, the account is suspended. Note those that do respond and/or we connect with regarding issue -- and it's resolved -- we can get reactivated quickly and back on the road to top-notch earnings.

We also have sophisticated and proprietary click fraud and impression fraud filter systems in place, and track these systems continually. Refer to WidgetBucks Terms of Use for more details on what content is allowed and restricted.

4. Why is my widget not appearing?
In July, WidgetBucks provided CPC and CPM Country lists, meaning that site traffic from those countries earns revenue based on its designation. For example, visitors from the U.S. and U.K. represent CPC earnings, whereas visitors from India and Ireland represent CPM earnings. If you have installed WidgetBucks ads on your site but they are not appearing, you may be viewing the ads from a non-CPC or CPM country, and therefore no ad would appear for you but WILL appear for people viewing your site from a CPC or CPM country. If you are from a CPC or CPM country, and your WidgetBucks ads aren't appearing for you, please contact tue.pham [at] widgetbucks [dot] com

5. How are payments calculated and paid?
WidgetBucks distributes payments, earnings and commissions to publishers up to 45 days following the month your account balance reaches $50 or more. These are sent primarily via PayPal, with some also receiving checks. WidgetBucks generally does not send checks to countries outside of the U.S.; however, if you are approaching the $50 theshold (and you can't receive PayPal in your country), contact WBHelp [at] widgetbucks [dot] com to make special arrangements.

If you have other questions that weren't addressed here, contact WBHelp [at] widgetbucks [dot] com

Thanks again for using WidgetBucks on your site or blog!

- Dean


Viktor said...

how do I know if I'm from a cpc or cpm country and how do i track my visitors?

Dean Jutilla said...

@viktor. Thanks for the question. I'd recommmend visiting our frequently asked questions page here http://www.widgetbucks.com/faq.page and to track your visitors, check the volume through your MyWidgets reporting page, in addition to whatever third-party tracking you have set up on your page (i.e. Google Analytics). Cheers, Dean