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Check out our frequent questions below.

Whether you're a potential customer, advisor or both, we've got your most-asked questions ready and waiting for you to dig in.

Customer FAQs or Advisor FAQs

 

Answers for BackPocket customers & users

Or, skip down to answers for BackPocket advisors

What do you do to match me with the right advisor?

We work hard to ensure that you're matched with the ideal advisor.

Each advisor goes through our extensive certification and onboarding process, which allows us to not only ensure that each advisor is truly an expert in their field, but that we know all about their exact strengths.

We pair this understanding with an advisor briefing that we develop with you during a brief consultation meeting, and provide you with three hand-picked and available advisors for you to choose from.

What if I don't like any of the advisor options you provide?

We'll find you another. Pairing you with the right advisor is our top priority.

It's on us to ensure that we're putting the right potential advisors in front of you. If you don't like any of the three that we offer up, no worries at all (in fact, we appologize!)

We'll get back at it and find you another batch of three highly qualified advisors that meet your needs for you to choose from.

What if you don't have an advisor who can help my situation?

We endeavour to always find you the right advisor, no matter what.

Yes, we're a young company and so our network of advisors is still growing (getting bigger everyday), and that may mean that from time-to-time we don't have the right advisor already in our network... but fear not! We'll simply go find one.

We're recruiting new advisors all the time, working to ensure we have deep expertise across the entire range of highly-specialized marketing disciplines. If we don't have the right advisor already available for you, we'll add your needs to the top of our recruitment list and get you options back within a few days.

In fact, that sounds kinda nice: custom advisor recruiting.

What if I realize my new advisor is wrong in the first meeting?

Don't worry! The first 15 minutes of your first session with your new advisor is free.

We feel that it's so important to get the advisor-customer match right, so we've set things up to reduce risk for you: you don't pay for the first 15 minutes of a new advisor relationship.

This time should be spent quickly getting a feel for the potential relationship. The time is also meant for the advisor to ask you lots of questions to ensure they understand your challenge and are confident they can truly help you out.

What if I have an issue with one of my advisors?

If you ever have any issues, no matter what, please let us know immediately.

Your experience and the quality of the advice you're getting through your advisor relationships is of utmost importance to us. No matter what the issue, we will step in straight away to make it right.

For issues that aren't urgent or severe, we do have a rating system where you can reward or provide constructive feedback to your advisor after every interaction. It's kind of like uber.

How do you ensure the quality of your advisors?

Every advisor has gone throuh a rigorous certification process.

At BackPocket, we believe that it's not where you've been that matters, but what you've done, what you know and the business results you've created. Our entire certification process is built on that premise.

Each potential advisor has to fill out a profile with proof that they have expertise in their disciplines. Then they each have to answer sample questions to test both their knowledge and their ability to explain complex concepts, and finally they are interviewed by one of our teammates to probe deep into the information they've provided and ensure they have the right attitude.

You can read more about our certification process here.

How do I communicate and work with my advisor?

Whatever works for you: email, audio-calls or video-calls.

Communicating with your advisor is simple. When you're connected with them by us, we do two things:

  1. Set up your first audio or video meeting
  2. Open up an new email chain with you and customers@yourbackpocket.co that will act as your direct-line to your advisor

There are two reasons we have all of your advisor communications flowing through us, both because we care about your experience. First, we want to record the back-and-forth so you can refer back to your advisor's advice anytime you need.

As we're a new and growing company, we're trying to keep things as simple as possible as we learn what customers like you want, and how you need to communicate with your advisors. In time, we'll build the communications process into its own technology product, once we've learned enough to ensure we get it right.

How do I access my advisor conversation history?

Every BackPocket customer and user has access to their conversation history.

We want to ensure that you're always able to refer back to what was said, what you learned and the decisions you made, so... we track it all and load it up into your own unique and (very importantly) private Google Doc folder.

For teams that have signed up under the 'Multi' or 'Many' pricing plan, we offer shared conversation history. Your team gets access to a folder that houses each person's history with their advisors, so everyone can learn from each other's experiences.

In the future, this will be built out as a part of our product, but we think that this aspect is so important that we wanted to offer it from the get go.

If you're a customer or user and can't find your link to your Google Doc, please send us a note here.

How long can I work with an advisor?

However long you need: anything from a quick one-time chat to an ongoing relationship.

Every person and every situation is different. We created BackPocket to be a flexible tool for you to use to overcome any marketing challenge you're working through. Sometimes those result in quick questions, sometimes you need help over the course of a project, and sometimes you're looking for an ongoing advisor that you meet with regularly for advice.

Whatever it is and what ever it requires, we've got you covered with the advisors you need. You don't even need to know any of this up front. Just get connected with the right advisor and figure it out from there.

Can I have more than one advisor at the same time?

Absolutely! BackPocket is your access to the advisors you need to tackle any challenge.

At BackPocket, we focus on the specialties that our advisors are truly experts in. As a marketer, you need to be able to know about and do a lot of different things, so we allow you to connect with true experts in each specific aspect of what you need to get done.

If you like and trust an advisor you already have and want to see if they can help you with something else, go right ahead! But don't shy away from building up an arsenal of specialized expert advisors you can tap into any time you need.

Why don't you have any non-marketing advisors?

Because marketing has gotten so complex that no one can ever know everything.

We believe in two things that have driven our decision to focus solely on marketing:

  1. That the strongest need for access to a network of specialized advisors is in marketing, because of how complex, hyper competitive, resource strapped ever changing it has gotten
  2. That focus is the key to successfully bringing value to our customers. We don't want to distract ourselves by going too broad. We want to be laser-focused on fulfilling the needs of marketers.

Why do you charge an access fee for users?

Because we spend every day finding and certifying amazing and effective advisors.

It takes time, focus, dedication and rigorous effort to build out the kind of network of talent that we're putting together. As a business, we need to ensure that we can cover our costs appropriately while providing value to you.

One of the key ways that we do that is to charge a small access fee for customers spending under a certain threshold. As you spend more, the access fee decreases and then disappears (at an advisor spend of $1,200 (USD) per month).

How does billing for the monthly pricing plans work?

We bill your contractual amount at the beginning of each month.

Each one of our plans has a monthly recurring amount associated with it, which is comprised of a combination of user access fees (what we charge for each user under your account) and minimum advisor usage spend (the minimum amount of money you expect to be spending on time with advisors across your team).

We charge your credit card for both of those amounts (if applicable, depending on the plan you selected) at the beginning of each month.

If you go under, we carry over the remainder as credit for 1 month. If you go over, we settle up at the end of the month.

If you go over by so much that you hit the next pricing tier, we call you and chat about whether you want to move up to that new tier. If you do, we retroactively apply the next tier's discounts to the current month. If we settle up just like any other month.

What if I go over or under the min monthly spend?

No worries, it happens! And we've got processes in place to take care of it.

If you go under, we carry over the remainder as credit for 1 month. If you go over, we settle up at the end of the month.

If you go over by so much that you hit the next pricing tier, we call you and chat about whether you want to move up to that new tier. If you do, we retroactively apply the next tier's discounts to the current month. If we settle up just like any other month.

I'm an expert in my field, can I also become an advisor?

Absolutely!!!!!!!

To us, this is one of the amazing things about BackPocket. Customers and users can also be advisors (and vice-versa). Each and everyone of us marketers can become an expert at something, and each and everyone of us can end up needing some advice in our marketing work.

If you're a current or prospective customer / user, and feel like you're a true expert in a marketing discipline, we encourage you to apply to become an advisor.

Read more about becoming an advisor here.

 

Still have questions? Feel free to reach out in the chat app below, or via email.

 

Answers for BackPocket advisors

Or, go back up to answers for BackPocket customers & users

How do I become an advisor? Is it easy?

By applying and then passing our 3-step certification process.

Becoming a BackPocket advisor is straight forward, but not easy. We run you through a 3-step certification process that is there to validate that you know what you're talking about and can be effective at helping our customers.

Each potential advisor has to fill out a profile with proof that they have expertise in their disciplines. Then they each have to answer sample questions to test both their knowledge and their ability to explain complex concepts, and finally they are interviewed by one of our teammates to probe deep into the information they've provided and ensure they have the right attitude.

You can read more about our certification process here.

What happens if I don’t pass the certification?

We keep your profile on file, and you can re-apply as you develop your skills.

In order to serve our clients in the most effective way possible, we have to keep our standards quite high. So unfortunately, not everyone can be a Certified BackPocket Advisor.

But don't count yourself out just yet! Just because you didn't get certified this time, doesn't mean you can't in the future with more developed skills, knowledge and experiences.

We provide you with specific feedback as to why you didn't hit the mark this time, and then we keep your profile on file and check in every 6 months or so to see how your progression is going.

Does it matter where I've worked or where I went to school?

Absolutely not. We only care about what you're capable of doing.

We do not believe in relying on pedigree to determine who's able and who isn't. For us, it's about what you know, what you can do, what you've accomplished and how much help you can provide to our clients.

As such, we designed our certification process to be about testing for skills and knowledge. We ask you about what you are an expert in, and then ask you to prove that expertise through the experiences you've had and the results you've created. We don't care where you learned your discipline, did those things and got those results.

The only requirements to getting certified is proving you know your stuff.

How do I know which certification level I am?

You don't. We handle that part, based on your skills, knowledge and experiences.

We have three certification levels that you can hit, depending on what you're capable of:

  1. Tactical Certified Advisors - Executional pros, who know the advanced ins and outs of their complex disciplines like the back of their hands (typically > 7 years experience).
  2. Strategic Certified Advisors - Big picture thinkers, with deep experience in their field, enabling them to see around corners and craft complex plans (typically > 10 years experience).
  3. Leadership Certified Advisors - Seasoned marketing executives, who’ve been in your shoes before. They’ve built teams, and crafted plans that have grown their businesses (typically > 12 years experience with > 3 years as a marketing exec).

Through our certification process, we're testing for proof of your level of capabilities for each marketing discipline you're an expert in. Depending on what you can prove to us, you get approved to one of the three levels.

How much will I get paid to help customers?

You get paid based on an hourly rate. One that is different for each certification level.

We both value your time and don't want to re-invent the wheel, so we charge our customers by the hour and pay you in the same way.

To make things simple and fair for all, we've standardized rates across each certification level, and charge a simple fee to cover our operational expenses. In setting these rates, we studied hourly rates in the marketing industry, balancing what advisors of different levels would expect to earn with what customers are willing to spend to access your skills.

The cut that we take is respective of the value we bring to both sides. For you, this means:

  • No time spent searching for clients - opportunities come to you and work around your schedule.
  • No time spent organizing legal agreements - sign the agreement with us once, and you're good to go for all BackPocket customers.
  • No time spent waiting to get paid - we pay out at the end of each month, always.

All of this will be detailed out for you, once you're certified as a BackPocket Advisor.

Why don’t I get paid for the first 15 minutes with a new customer?

We want to always ensure there's a great fit between Customer and Advisor.

The first 15 minutes of any new advisor / advisee relationship is key. You, as the advisor, want to ask questions to ensure you truly understand what their situation is and that you can really help. And they, as the advisee and customer, want to ensure you're as amazing as your profile seems, that there is good working chemistry and that they trust you to help.

This leads to two reasons that we don't charge customers for the first 15 minutes:

  • There's a chance that this new relationship isn't a good fit
  • The focus is on information gathering, so no advice has been given just yet

We hope you agree that it's reasonable and important to ensure this time is as risk-free and easy for both sides.

I'm super busy. What time commitment would be expected from me?

Honestly, whatever time you have, we'll try to work around.

We know that high-quality expert marketing talent like you has a ton going on. That's why we've designed the BackPocket service offering to be time-flexible and work around your schedule. We do this in a few ways:

  • We default to email-based communication wherever possible, so you can respond in your own time. We just ask that the response is within 24 hours.
  • When a meeting works best, it's always done remote (audio or video), and we find a time that works for both you and the customer.
  • We never force you into an engagement with a customer. When a new request comes in, we simply reach out to everyone qualified within the BackPocket Advisor Network to see who's available. You put your hand up if you are, or decline if it's super busy at the moment.

Beyond all that, if you're engaged in an ongoing advisor / advisee relationship but have gotten super busy, you simply let us know, and we work to find a new advisor for that client for the short or long term. There will be zero penalty to you, in fact you'll get an instant 5-star rating from us and a glowing comment for putting the customer's needs first.

Can advising lead to longer-term engagements with the customer?

For sure! BackPocket is set up for everything from tiny to ongoing relationships.

We believe that all situations are different, requiring different levels of help and expertise. As such, we set up BackPocket to be flexible across multiple dimensions, one being the length and depth of an advisor / advisee relationship.

Depending first and foremost on the customer's needs for the challenge they are facing, but also on the rapor you create with them, a working relationship can be anything from a quick conversation through to meeting regularly in perpetuity.

We endeavour to both provide our customers with the help they need, and you with meaningful work you will enjoy.

What do I do if I have an issue with a customer?

If you ever have any issues, no matter what, please let us know immediately.

Your experience helping other marketers and earning some extra cash is of utmost importance to us. No matter what the issue, we will step in straight away to make it right.

For issues that aren't urgent or severe, we do have a rating system where you can reward or provide constructive feedback to your customers after every interaction. It's kind of like uber.

What do I do if I realize that I can’t provide effective help?

This can absolutely happen, and is completely okay. Just let us and the customer know.

No matter how much work we all do up front, sometimes it turns out that what the customer actually needs isn't you. That's okay! Not a knock on you at all (in fact, it becomes an issue if you don't say anything and try to wing it).

If you ever realize that a customer would be better off working with a different advisor with either deeper expertise or a different kind of expertise, please say something. You'll get an immediate 5-star rating and positive comment on your profile from us for putting your hand up.

It's not a negative to say you can't help, it's a positive that shows you have the customer's best interest in mind. You're here to help, and we thank you for it!

Do I get feedback as an advisor?

You absolutely do! We use a rating and feedback system similar to Uber's.

After each interaction, your customers have the opportunity to rate your advisory help and provide any positive comments or constructive feedback they have for you.

You are rated on the following two dimensions:

  • Skills & Knowledge - did you really know what you were talking about, and was the advice helpful?
  • Tone & Manner - were you kind, positive and helpful in your approach?

These ratings get added to your profile and an average is created and shown to prospective new customers in the future. We also keep an eye on them to see if there are ever any issues that we need to address.

You also get the chance to rate the customer, so we ensure that they're learning to be receptive to advice from their advisors, and have good tone & manner themselves. We want BackPocket to be a positive and helpful environment for all, so we take these ratings and feedback very seriously.

What are the implications of the rating system?

The ratings system was created to ensure all help given is quality help.

The primary purpose for the rating system is to create a feedback loop for advisors (as well as for customers). We want to ensure you know how well you're doing at helping out a customer, and what you can do to improve that help.

The secondary role that the rating system plays is to highlight and diagnose ongoing issues (either of an advisor or of a customer), and give us the opportunity to address that issue.

If you're ever in a place where you're getting some consistent constructive feedback, we'll reach out and chat with you about how to improve your game and up your rating over time. If the issue persists, we may have to take further action.

The rating system isn't something to be feared though. The best advisors welcome the opportunity for feedback, using it to continuously improve how they help.

I also need help on something, can I become a customer?

Absolutely! Everyone needs help from time to time.

Just because you're an expert in something (or many things), doesn't mean you don't also face challenges. Perhaps you're facing something new and need some guidance. Perhaps you need a second opinion on an important program in your field.

Everyone can need help, and getting the right help can accelerate decision-making and execution, and improve accuracy and impact for your programs.

It's why we're here.

 

Still have questions? Feel free to reach out in the chat app below, or via email.