Overall I'm very satisfied with AirPR's work. A big factor for why my team switched over from our previous media monitoring tool Meltwater, was AirPR's excellent customer service, swift action in incorporating customers' feedback into their roadmap and having the ability to track attribution for articles.
The level of customer service and attention provided by their AMs/CSMs is brilliant. The on-boarding process was seamless and quick and throughout the relationship, our AM has been very active and involved with optimizing our tool for not only our U.S/HQ team, but for all our global team members across EMEA and APAC. Any delays in the initial set up was from our side as we had to work with our Security team across varying time zones and requests.
When our EMEA team had very specific questions regarding their countries and optimizing the platform, our AM was very patient and attentive to their needs and concerns. She worked directly with their CTO and tech team to figure out what the issues were and provided solutions where possible and effective workarounds if technically something wasn't possible yet.
We have had a few different requests for features within the platform such as multiple whitelists, and after taking in our feedback, most of these changes were incorporated within a matter of months. An incredibly valuable aspect of their approach is that they sincerely listen to their customers and their customer's feedback to integrate into their roadmap immediately where possible, rather than just collect this information and sit on it.
We have been requesting one particular feature for an extended period of time, however knowing that the technical lift and build out required is not a simple task we had decided to sign regardless with the good faith and feedback from their CTO and tech team that they are working on this feature diligently.
Since then, we decided to renew because the AirPR team showed us their commitment and desire to be held accountable and agreed to include language in an addendum for our contact that they would be adding in this feature by end of Q3/mid-Q4. New standard of customer-centricity!
Being able to attribute ROI from PR efforts is incredibly hard to do for the sheer nature of the function however AirPR has allowed us to connect our Google Analytics and monitor the activity of readers of articles we are featured or mentioned in and see if they 1) come to our website, 2) request a demo or 3) download a report — effectively signaling to us which outlets, topics and reporters are benefiting us the most.
Beyond ensuring that we're prioritizing the right publications and targeting the right media members with relevant content, AirPR's reporting tools has saved me significant time and manual work especially around Board meeting time.