Who Are All These People?
Hi there!
My name is Tatyana, and I’m the Head of On-Duty Support at Traffic Light.
It’s time to answer your most common questions: why there are so many people in the chat, who’s responsible for what, and when you should reach out to support.
Just as a theater begins with its cloakroom, an affiliate network begins with its support team: support will greet you, stay by your side at any time, celebrate your victories, and always lend a helping hand.
My name is Tatyana, and I’m the Head of On-Duty Support at Traffic Light.
It’s time to answer your most common questions: why there are so many people in the chat, who’s responsible for what, and when you should reach out to support.
Just as a theater begins with its cloakroom, an affiliate network begins with its support team: support will greet you, stay by your side at any time, celebrate your victories, and always lend a helping hand.
1. Why are there so many people in the chat?
The chat includes everyone who can quickly help you — we don’t forward messages from department to department; we’re ready to respond right here and now:
The chat includes everyone who can quickly help you — we don’t forward messages from department to department; we’re ready to respond right here and now:
- 7 on-duty support managers, working in shifts to ensure coverage from 9:00 to 23:00 (GMT+3), seven days a week;
- 2 IT support specialists, ready to handle any technical issues, even on weekends;
- Agency account managers (as you know, we have our own agency accounts for TikTok, VK Ads, Bigo Ads & many others);
- A document manager, who handles paperwork and questions related to contracts and documentation (for partners working as legal entities);
- And, of course, company management, meaning any question you raise is under close supervision.
2. Does support really recommend the best offers — or just the ones the network wants?
Our on-duty support managers have performance metrics, and all of them are directly tied to the success of our partners.
That’s why:
Our on-duty support managers have performance metrics, and all of them are directly tied to the success of our partners.
That’s why:
- Support always recommends offers that actually convert.
- We are focused on long-term collaboration and stable traffic volumes, not on short-term gains.
3. What else can support help with?
Your on-duty manager can:
Your on-duty manager can:
- Explain how to work with us and show you all the system’s features;
- Guide you to instructions and educational materials on traffic sources (we have a lot of our own materials on different ad platforms);
- Based on real statistics, select the best offers to fit your goals and preferences — by source, category, approval rate, landing page price, payout, volume, etc.;
- If we don’t have the right offer — start the process of searching and connecting it for you;
- Provide insight into any offer you like (approval rate, CR, EPC, which landing/pre-landing performs best, caps, past traffic stats, advertiser specifics, audience recommendations, minimum order size, product availability, etc.);
- Help get creatives, documents/certificates, extra pre-landers or landers, and even add your requested landing pages to the system;
- Do everything possible to secure the best possible deal for you;
- Provide additional details on your orders (comments, logs, recordings, advertiser feedback);
- Monitor order processing, request additional callbacks or quality control if needed;
- Always be on your side and handle any of your requests or issues as personally as possible;
- And if the issue requires another specialist — they’ll find the right person to help you quickly.
We care about your peace of mind and your profit.
Your success is our success!
Your success is our success!