When you build a new website, you may think that the process is complete once the site is fully up and running, but you’d be mistaken. Your website is living on the internet, which is subject to constant changes, whether as a consequence of your actions or the environment in which it lives.
A service we pride ourselves on at Engenius is our Website Service Plans, and from time to time we are met with one of the following questions or statements:
- Why do I need a service plan?
- I can get cheaper hosting somewhere else, so why should I keep my site with you?
- I can maintain the site myself, I don’t need a ‘service plan’.
- Our other website company didn’t require a monthly fee, so why do you?
The digital marketing agency you choose to work with should be your partner. While that can look different depending on who you are, at Engenius that means forming long-term relationships with our clients. In order for us to do this to the best of our ability, we set up each client on a Website Service Plan (WSP). One unique thing we offer clients in our service plans is an annual support credit. This is a predetermined amount of time that Engenius will dedicate to working on tasks related to your website.
So why is it worth paying for your digital marketing agency to provide really good technical support? Let’s look at 3 key reasons.
1. Your Website Will Break
It’s tough to accept, but your website will break, no matter what.
The internet, believe it or not, is a fragile thing…which means your website is as well. Perhaps Google Chrome updates its browser software (with no warning) and parts of your website might look out of whack due to the update. Or maybe it’s your busy season and you need to update pictures and content on your website, but there just don’t seem to be enough hours in the day for you to make the change yourself. No matter the reason, your site will need updates and regular maintenance. The truth is that, with a thousand other responsibilities to manage, most business owners simply don’t have the time to perform the work themselves.
It’s easy to automate everything nowadays, including your support and customer service, but we know firsthand that to provide a truly awesome customer experience, you need a team that is easily accessible. It is invaluable to know that you have a team of experts that is performing maintenance and backups as well as making sure your website is running on the latest software and has the tightest security.
2. Your Time is Valuable
You shouldn’t have to waste time trying to figure out what’s wrong with your website.
You should be able to focus your expertise on your own field, not on the regular needs of your website. A quality support team is able to use their knowledge and skills to stay aware of the latest changes and updates on the web, providing rigorous quality checks when maintenance is performed. They’re able to look “under the hood,” so to speak, of the platform and coding your site is running on to keep everything firing on all cylinders.
More than that, an excellent support team will have both an incredible technical team capable of handling complex issues and a responsive customer service experience that gets you a solution fast. The biggest goal we have within Engenius support is to respond to customers in less than 4 hours within business hours. We want to be accessible and we want clients to know that within 4 hours (usually even less than that) they will hear from a real Engenius team member. We want them to be confident that they’ve been heard and that their concerns are being addressed.
No matter who you work with, you deserve that level of service. Your time is valuable and worrying over your website should be the least of your concerns. (Want to know who you’d most likely talk to if you called in to Engenius? Meet our fantastic Support Manager Cassidy!)
3. You Deserve Peace of Mind
Your support team should strive to make you feel this peaceful.
Having to worry about the ins and outs of your website is stressful and time-consuming. A quality support team alleviates that stress and gives you the peace of mind to do your best work.
At Engenius, we strive to empower our clients to take control of their web presence, but some things require a level of knowledge and skill you simply don’t have time to acquire. So make sure you have a team you can rely on in times of need.
Unhappy with your current support or simply don’t have any? Have a website that is a complete pain to maintain and update? Give us a call! We’ll talk about your business goals, your needs, and how we can help.