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. That can look different depending on who you are, but 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?
Your Website Will Break
It’s tough to accept, but your website will break, no matter what
It is invaluable to know that you have a team of experts making sure your website is running on the latest software, has the tightest security, and is performing maintenance and backups often, before alarms have even gone off. It’s easy to automate everything nowadays, including your support and customer service, but we know first hand that to provide a truly awesome customer experience, you need a team that is easily accessible.
The internet, believe it or not, is a fragile thing. Sometimes Google Chrome updates their browser software (with no warning) and parts of your website might look out of whack due to the update. Perhaps there is a plugin installed on your website that is hacked and is redirecting your website traffic to inappropriate content. Or it’s your busy season and you need to update pictures or other content on your website, but there just doesn’t seem to be enough hours in the day. No matter the reason, your site will need updates and regular maintenance, and most business owners simply don’t have the time to perform that work themselves.
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 the speak, at the platform and coding your site is running on to keep everything firing on all cylinders.
While you need an incredible technical team, we know that such a team is only as good as the people you’re communicating with on the front lines. The biggest goal we have within Engenius support is to respond to customers in less than 60 minutes. We want to be accessible and we want clients to know that within 1 hour (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 their concerns are being addressed. No matter who you work with, you deserve that level of service.
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.