Diorex

So early this week, we noticed on a few of our most profitable terms that our impression volume went through the roof. Like 10x the average daily volume and 8x the highest daily volume in the last 6 months.

On these keywords our clicks went up by approximately 50% of previous levels and our sales volume did not move one iota. Meaning that on 1/3 of our clicks we were getting zero conversion!

So we call up our friendly Yahoo account rep. Who is in an ‘important meeting’ but breaks away to say “fluctuations can and will occur” then says she will look into it. 6 hours later (after we have essentially turned off our account because cost per sale is higher than our total revenue) she dashes off a quick one line email to the tune of “I am having our click quality team (just try and get any of your account reps to say the word fraud, honestly try) look into the matter and they will have an answer within 5-10 days, but our click detection algorithms are the best in the business (another good one, that is like being the best looking girl at the over 300 pound Weight Watcher session).”

Whoa…I was not even terribly concerned with the fraud, I will take the refund, but I just wanted to alert them to the problem of someone figuring out a way of their best in class system.

The next morning we call Yahoo again and get sent directly to voice mail, we then go to her manager who will “call you back as soon as possible”. Finally come late afternoon we call the standard 888-Yahoo-SM phone number and finally speak to someone on our 3rd call who apologizes profusely and goes and gets the manager to call back. The 2nd person we spoke with actually said “that is not my problem” the 1st person said she would get it fixed in 15 minutes and call us back, an hour later the extension she gave us is a dialtone and noone has even heard of her. (Seems like the penalty for trying to help someone out at Yahoo is pretty severe).

So I finally get the manager on the phone. He of course apologizes and says this is not how customer service is supposed to work and that this will be used as a training example, blah blah. Yet he actually says that 5-10 days our rep quoted us is probably the low end of the scale and that with the holiday coming up next week that we probably will not hear anything until afterwards.

He then goes so far as to say, it is funny none of the other ”major” accounts in your vertical have noticed anything. I am tempted to explain why, but decide it does not matter and is not worth the efffort.

The bottom line is that he is totally unable to help us. He is apologetic, but really does not seem to care.

So we are left to our own devices. We ended up putting their Yahoo analytics on a single high volume keyword to track referrers. We accidentally forgot to properly install the conversion pixel, because that is none of their business. Less than an hour later, we had a single referrer that had more than double the volume from Yahoo itself, without so much as a click through on that page.

That does not seem like something that should have actually been rocket science for Yahoo to figure out. 10x impressions was the first start, how hard is it to isolate impression volume by IP and flag suspicious volume, especially when an advertiser brings your attention to it.

So based upon our experience with Yahoo who did not think there was a problem, we decided not to alert them to the non-problem url, we figure in a few days the ‘major players’ who don’t monitor their account nearly as closely as we do will see the decrease in conversion and raise bloody hell. Our result was almost immediate, conversion rate recovered and impressions fell back to normal levels. Problem solved, except for the problem.

This entry was posted on Friday, November 16th, 2007 at 7:54 pm and is filed under PPC, Yahoo, paid search. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.