Ranking put you on a page of options. Being named inside an answer removes the page. That is a different job, and most brands are not doing it.
The agency, the freelancer, the designer, the developer and the lawyer are each doing competent work. The bill you cannot see is what happens between them.
Not a robot writing your emails. A set of decisions made once, in advance, about what should happen when a person does something.
If any of this is a problem you are having, say so.
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