Welcome to our FAQ, your guide in the ContenTribe tribe.
Here you'll find answers to the most common questions we encounter in our work to bring ideas to life. We're happy to share our experiences to make your journey with us as clear and simple as possible.
Do you have questions we haven't covered? Then get in touch with us. The tribe is ready to help.
Our team currently works from 14 to 22 CET, Monday to Friday.
We're closed on weekends so we can all spend some time with our family and friends.
If you have any questions outside of business hours, please email us at support@contentribe.dk and we will get back to you as soon as possible.
The short answer is that we read your brand guide carefully and continuously check our designs and videos against it. If you're not completely comfortable with it, or it could do with an update, we're happy to help with this part too. This way we have a common reference for how your materials should be created.
In the system that sets the framework for our collaboration, we have a dedicated section that helps us both take into account all the important parts of your brand, such as name, font, color codes, tone of voice, industry/sector, target group, brand materials such as logo, animations, shapes and the like.
At ContenTribe, we believe in the power of tribal community. We are here for each other and we are here for you.
We are a community of creative souls with a passion for turning visions into reality. Our unique approach combines an in-depth understanding of storytelling with tailored solutions that meet your specific needs, ensuring that your message is not just seen and heard, but felt.
We are 100 meter masters in the classic tools like Photoshop, Premiere Pro and the rest of the Adobe toolbox. In addition, we continuously explore new possibilities and incorporate them into our work. That way, you can be sure that the latest AI options are included where it makes sense.
Art is subjective and it's a challenging industry for everyone. We understand that taste in design can vary, which is why we offer unlimited revisions on all our creative materials. We work on your designs until you are 100% satisfied.
We are a pay-as-you-go design and video service that understands the economic uncertainty we can all face. That's why you should only join our tribe if you have the desire and ability.
We require no contracts or commitments to offer you beautiful designs and a strong community.
Absolutely! Because we don't require any contracts or commitments, we allow you to come and go as you please and only pay when you need our service. We also keep your designs and source files for up to 6 months after you pause your subscription so we can start where we left off.
Yes! As you continue to grow, we can allocate more and more members to your tribe. We offer agency solutions or custom enterprise solutions for larger companies and can take care of all your creative needs under one roof.
Absolutely!
We often work with other agencies to offer a design and video service.
ContenTribe can work both as a complimentary service to your other solutions, or as a supplement that can be added when you are extra busy with design and videos.
While many of the design subscription services share similarities, we believe the key differences are found in a company's core values. We focus on relationships, quality and reliability.
We ensure that every team member has an exceptional understanding of the importance of communication between client and designer. Here we are able to build a relationship with our customers and do our best to ensure that everything else; quality and quantity, follows suit.
Features of our service:
We focus our primary video services on short format content. This can be social media ads, creative features and e-learning, but we also offer a wide range of video services such as subtitles, animated images, meme videos, logo intro/outros, YouTube videos and more.
We aim for 2 working days for graphics and 3 working days for video. While we try to deliver everything as quickly as possible, we focus on quality first and foremost. Larger time-consuming projects can take more than 2-3 days to complete, and we will set realistic expectations for you as requests come in.
When we say unlimited, we really mean it! Feel free to send unlimited design and video requests at any time. However, keep in mind that we are only human and focus on giving you a higher quality product rather than pumping out low-quality pre-made templates that won't be fair to your business and brand. Quality work takes time to complete.
You can submit as many requests as you want, there really is no limit. Requests will be processed according to the date they were ordered and by priority.
If the volume of your current subscription is too low, contact us to learn more about how we can allocate you more capacity and increase your output.
We employ the best designers and video people possible at this level of service. We have quality, speed and support at the top of our priority list.
However, because we are a very cost-effective service, this also means that you won't get the same level of involvement and attention that you would receive by paying an award-winning design firm $50-100,000+ per month to have them do research, development, strategy, design, etc.
We are a very open, honest and transparent company and never claim to be the number 1 design service in the world like some of our competitors do. We believe that's a bold, and most of the time, false statement and we're in the business to give you a great, high-quality service at an affordable price without any smoke and mirrors or cumbersome caveats.
We pay our affiliates on a fixed monthly basis. Once your referred customer passes the 14-day refund window each month, your commissions will be approved for payment. We usually pay on Wednesdays each week.
When you become an affiliate partner, you get a customized tracking link. All you have to do is get people to click on the link and they will land on our website. When they buy, you get the commission. They can come back anytime within 90 days to sign up and you'll still get your settlement.
There are no contracts or obligations associated with using our monthly services. You can cancel at any time and return at any time.
Our solutions are highly flexible to your current design needs. Upgrades can also be made at a prorated cost, allowing you to scale as needed. Downgrades take effect at the end of the current period.
Customers can access their accounts up to the end date of the paid period. At the end of the period, the account will be archived and any unfinished projects will be closed.
No new projects will be started after the end of the paid period. Revisions can be requested within a 7-day period after the end date of the paid period.
Customers will have unlimited access to the Google Drive created when they initially sign up for the service for the following 6 months.
Briefing can be a tedious process as trying to explain a visual concept in written form has its challenges. We allow you to provide design examples to show a specific concept in a visual way and allow you to use services like Loom to give your design team verbal instructions that support the written brief.
We have multiple levels of customer service to help you feel heard and understood. If you feel like you can't get through to a designer, contact your account manager. We will take the necessary steps to ensure you are connected to a design team and designers who understand your needs and creative vision.
The best design briefs are straightforward, concise and organized. We need several key pieces of information such as text to be used and any specific elements/files to deliver our best work.
With this, we can get your design project started and any additional details will help realize your specific idea.
Customer support and communication is one of our most important functions, and we have a designated account manager to help you whenever you need it. When you have a question or concern, simply tap the "?" icon in the dashboard header. This will give you the option to send a direct message to your account manager or submit a support ticket to our customer support team.
If you have an urgent need, you can chat with us on live chat.
We don't currently offer phone support for every project, but you can book a call with us if you have any questions about your account.
We don't offer any 1 to 1 phone communication with designers, but we encourage our customers to use screen recording apps like LOOM to help them explain more complex ideas more clearly to the designer.
You can simply record your screen, use your voice to describe any ideas or changes and visually show the designer what you are looking for.
The recordings can be uploaded directly into the individual design task.
Any interaction you have during your ContenTribe subscription will be made inside our ContenTribe dashboard.
Here you will create brand profiles, request designs and videos, and download materials.
The request process is made as simple as possible with set questions and the ability to upload materials and design/video examples in one place.
When a task is moved from the design queue, it will be marked as In progress. At this point, the design clock starts and you will see a deadline set on the task.
If a deadline is not convenient for you or you need to expedite a task, please contact the designer or your account manager and we will do what we can to accommodate your needs.
We offer a wide range of packages to cover the needs of businesses of all sizes and requirements. We're happy to chat or talk to you about your needs and can help you choose the right package. You're also welcome to assess how much volume you might need in a month and choose the package that covers it.
You can submit as many requests as you want, there really is no limit. Requests will be processed according to the date they were ordered and by priority.
If the volume of your current subscription is too low, contact us to learn more about how we can allocate you more capacity and increase your output.
Our designers are versatile, but there may be times when a designer isn't working for you. We can replace them and get a new designer working as soon as possible.
Simply contact your team leader in the "Customer Support" area or send us an email.
Yes, our team can create designs in any language, as long as the ad text is delivered in both the English or Danish version, as well as any additional languages.
In the case of video with speech, it is also necessary to transcribe the content with time codes so that it is possible to understand what is happening in the video.
Our tasks/projects allow you to get up to 3 variations or concepts for one type of service in a single project/request. This means that you can order an entire ad set in one project that is completed in 2 working days, instead of 3 individual projects.
There are exceptions, including large projects such as flyers, brochures, e-books and all video projects. Large projects are subject to 1 variation per project.
All sizes can be made directly within the original project. You can specify the sizes you need at the start of the design process or when it's finished and we will work them out for you.
We work with one size through the design process and once we get approval of the design, we deliver all requested sizes. Most changes to sizes will be made the same day.
As a bare minimum, we would need as many product photos as you can provide to allow our design team to create as many variations as possible.
Product photos are perfectly usable for video design, but any video material that can be provided will be beneficial and give us more options for what can be produced for you.
