Meet the Team: Jordan Matheson, Customer Success Manager

Posted by WhatRunsWhere on December 11, 2013
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We have nothing but love when it comes to our customers and we always like to see them happy.  This is why providing top-notch customer support is so extremely important to us!

As you may have noticed, when you arrive to a live chat pops up and asks if you need help with anything. (Yes, this is a real person and not a robot) This is our customer support team. They’re pretty great at helping our customers get the most out of our service.


Our goal is to make the WhatRunsWhere platform as user friendly as possible, while still offering all the powerful advertising data you need.  We want you to feel confident that you’re using the platform to its fullest potential.

So next time you’re on WhatRunsWhere and a question comes up, don’t be afraid to reach out. Our support team would be happy to help.

To help break the ice, we will be interviewing one of our awesome Customer Success Managers, Jordan!

1.     Name something that tops your bucket list?

Jordan: Something that I would like to complete before I kick the bucket is to learn how to wakeboard. I really like water skiing in the summer, and snowboarding in the winter. Wakeboarding is the natural path for me to follow. I want to learn as many Wakeboarding tricks as I can, and be an all around bad ass.

2.     When you’re not in the WRW office, what are some of your favorite thing to do?

Jordan: When I’m not in the WRW office, I like to take my Canon camera and go for long walks through the Rouge Valley. It’s a huge, beautiful park in Toronto and recently became Canada’s first national urban park. Taking pictures of nature, animals and my friends (when they let me)!

3.     Who is your mentor and why?

Jordan: My mentor is my mom, Andrea Matheson. She has an extremely positive outlook on life and always forces me to see the silver lining. She is someone who listens to me, someone I trust and she celebrates my own successes with me! I value her opinion, and she inspires me to make the world more efficient.

4.    From all the conversations you’ve had with people on live chat, what would you say is the most frequently asked question?

Jordan: The most frequently asked question I get asked would have to be to define “Prevalence”. The answer? Prevalence is a key performance indicator that gives our users insight into the level of an advertiser’s presence on a specific publisher using a proprietary algorithm that integrates key identifiers of a successful placement. The prevalence score helps take the guess work out of uncovering where your competitors are finding success.

If any users have questions about specific terms or features on our website, you can visit our “Knowledge Base”. We have over 50 articles for you to read, and you can use the search function to find keywords within the articles!


5.    What is your favorite tip to share with people using WRW?

 Jordan:  My favorite tip to share with users is about how you can use quotation marks to enhance your keyword search. The keyword search returns results with the specified keywords anywhere in the ad copy, URL text and landing page copy.

If you are entering more than one keyword and want to search a phrase, make sure that you put quotation marks around the two words. Without the quotation marks the search will return results that relate to those words, but not necessarily in the correct order. Putting quotation marks around your phrase ensures that the search is completed for the phrase, in the correct order. This can really make a difference for returning more relevant results to your search.

6.    What’s your favorite feature to go over with people?

Jordan: My favorite feature to show people is Category Advertisers. This feature allows users to view 200 other relevant advertisers that are within the same category. This feature is awesome for two major reasons. First, since the 200 advertisers are organized by campaign duration, users can choose to view the advertisers that we have the most data on. The longer campaigns really allow you to see which publishers, or creatives worked best for that specific advertiser.

The other reason I love this feature: More Information! More Competitors! More Ideas! Since the Category Advertisers can provide you with 200 other advertisers from the same category, it makes it super easy to gain new ideas for creatives, competitors, landing pages. You can take bits and pieces from advertisers you may have overlooked, or never thought of! Hands down my favorite feature.

If you ever have any questions please feel free to email Jordan at All of our awesome support staff can be reached by phone at (888) 606-7335, or of course via Live Chat Monday to Friday from 10 AM to 6 PM EST.


Topics: Meet the Team, WhatRunsWhere Support


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