Taking care of our clients is the hallmark of what we do at Engenius.
In fact, our number one core value is to have care, and our support team embodies that every day.
It can be frustrating to work with a service provider that is impossible to get in touch with—especially when you really need them. With Engenius, you’ll never have to worry about your needs being put aside or overlooked. When you interact with our support team, you can expect us to handle your request quickly, efficiently, and with a smile. 🙂
Start the Website Conversation
We aren’t a group of freelancers and we aren’t your average web design agency.
Whatever your website needs, we want to help. Our team will examine your goals and figure out the best way to reach them – whether that’s through one of our maintenance plans or something else entirely.
Your Satisfaction is Our Top Priority
Our personalized approach to support includes three main components:
Proactive technical support. Websites require ongoing maintenance to operate at their full potential. We keep a watchful eye on your site, implementing the latest security and software updates and fixing any errors that may occur as a result.
Empowering our clients. We equip you with all the necessary resources to make updates to your site independently, including an in-person training when your site launches, access to our comprehensive knowledge base, and ongoing monthly reports emailed to you so you know how your site is performing.
Exceptional customer service. Above all, we understand your time is valuable. When you encounter a more complicated issue with your site or simply don’t have time to make a change, our support team is readily available to take care of it for you.
Rest assured knowing that you can rely on us for support as much or as little as you want. We want you to feel comfortable with your website, and we have clients who feel equipped to make most changes on their own. But know that we’ll be here when you need us.
Our Process for Excellent Website Support
You Submit a Support Ticket
Whether it’s a simple change like adding a photo or a more complex one like restructuring a page, you can let us know via a phone call or an email to our support team.
Ticket is Received
If the ticket is received during normal business hours—we’re available from 8am until 5pm, Monday through Friday—we do our best to respond to your request within an hour. For more in-depth tickets, we might give you a call to clarify your request or have you send us more specific instructions so we understand exactly what you need.
We Get to Work!
Once we make sure we’re on the same page, our support team will quickly get to work on your request. For routine tasks, we aim to have your ticket resolved within 24 hours.