A Human Tech Team to Solve Your Website’s Technical Problems

No one wants to encounter problems with their website, but how they're resolved can change everything. And the last thing anyone wants is to struggle with a support bot— you want a human tech team to help you with your website.

Here at Valet, we feel strongly about how our clients experience their technical problems. And we know that our team plays an important role in making it a good one.

What does that mean for our team?

While every support ticket that comes in for us needs different resolutions, we keep in mind the same key principles and core beliefs. Every client on the other end of a ticket deserves a human tech team.

Three Core Beliefs Of A Human Tech Team 

  1. Not just Sympathy, Empathy

We have a lot of sympathy for clients experiencing technical problems. But working with websites both professionally and personally, we’ve encountered our own website issues, and this gives us empathy. 

Having empathy means we can understand our client’s feelings, even though they are not our own. We know exactly how we feel when having technical problems and can therefore really put ourselves in their place. We can then help them with a deep understanding that we otherwise couldn’t. 

This informs and guides our responses to support tickets. Empathy isn’t what solves our client’s problems, but it gives us the tone we hope resonates personally with them.

  1. There Are Humans On Both Sides

In an age when so much communication happens virtually, it can be too easy to forget the human behind an email. Valet always remembers the person on the other side of a frustrated support ticket.

Our team strives to be aware and conscious of the humans on both sides. In every email we send, call, and interaction we have with our clients, we remain mindful of the fact that we’re all humans. Humans with feelings, thoughts, opinions, and beliefs— humans who have good days and bad days. 

That includes not only remembering this for clients but also what kind of individuals and team we want to be for our clients. We want to be empathetic, friendly, kind, understanding, supportive, and helpful because that’s what each client deserves. Our relationship with each client matters to us.

  1. Clear Communication

Clear communication is an important key to being a human tech team. And for our team that means being honest, always setting realistic expectations for our clients, replying to them promptly, and keeping them informed.

Honesty

Clients expect honesty from us in everything from the fact that we never have hidden fees for our services to the fact that we will own our mistakes. 

If we tell a client the price of a certain development project, that’s the price. They don’t have to fear any unexpected extra fees being tacked onto their bill later. 

And if we make a mistake, we’re going to be straightforward about it. Our clients won’t hear excuses or catch us hiding something we broke. While we of course strive to never make them, they do happen. And clients deserve to know the truth about anything and everything happening with their websites.

Setting Realistic Expectations

When a client comes to us with a project, we're always sure to set realistic expectations for it. We never want to promise things we can’t bring to fruition. 

If a client receives a date for the estimated time for a project, our clients can trust it. If we say we’ll have something done then we will.

Prompt Replies

From onboarding to monthly maintenance our clients are always up to date on the status of their website. 

Clients never have to wait two weeks to hear back from us while they sit and wonder how their project is coming along. We’re prompt in our replies. 

Staying Informed

We don’t want our clients to ever feel left in the dark. We’re always available to answer their questions or explain things to them. 

When a client wants information on our processes or wants to understand better what’s happening with their website, we believe they should know what’s going on. Too many times we get clients who have no idea who is hosting their website, or if their previous tech team was updating properly. At times they don't even feel they can approach their tech team with their doubts, questions, and concerns. That doesn’t happen under our watch.

Do you need a human tech team?

Instead of waiting till something breaks and you’re frantically writing into support chat boxes with automatic canned responses— make our team your team. We can provide you with monthly maintenance services, e-commerce maintenance, support and development, audits, and assessments.

You won't need to worry about all of your WordPress website errors, problems, or issues anymore. You’ll have peace of mind knowing your website is backed by our team of WordPress professionals who provide you with the best website services.

How To Streamline Your Client Onboarding

What does your client onboarding look like? Do you streamline your client onboarding?

Gaining a new client for your business is always something to celebrate. It represents a new opportunity for revenue and growth. However, it’s important to remember that the effort you made to win that client over doesn’t just end. Not even once a contract is signed or a subscription is purchased. 

Client onboarding plays a vital role in providing your clients with the most positive experience possible. Which, over time, will make it more likely for them to continue using your services in the future. Revenue-wise, this is highly beneficial; you’ll be able to earn a higher LTV (Lifetime Value) for each customer.

Unfortunately, for both yourself and the client, onboarding can sometimes be a real burden. Especially if it involves heaps of paperwork and forms. This type of onboarding process is both frustrating and time-consuming. Instead, you can onboard your clients using your website and make things easier for everyone.

Streamline Onboarding

Here are four ways in which you can use your website to streamline your client onboarding:

1. Use appointment scheduling software

At the beginning of any professional relationship, your client will most likely have questions that will need to be answered. This is why scheduling that first meeting with them is crucial. Doing this by email or phone presents many difficulties though. Including unnecessary back and forth and potentially lost or disorganized information. It’s very easy to double-book yourself this way. Plus, when one of your clients inevitably wants to cancel or reschedule, this creates even more hassle. 

Give your clients the ability to view your schedule online and select an available slot; it allows for more flexibility on both sides. And it shows your clients how well-organized your business is.

When it comes to choosing which software you’d like to use, there are many options available.

Use appointment scheduling software: Calendly, the best automated scheduling software for you and everyone you meet.

Calendly is one of the most popular choices among scheduling software. And it rates very highly on a majority of review platforms. Along with reasonable pricing, Calendly offers a number of features. Such as confirmation and reminder messages, timezone detection, and a variety of integrations.

Use appointment scheduling software: Doodle, book meetings faster with the smart scheduling power of Doodle.

Doodle has also earned its position as one of the most used scheduling software, particularly amongst larger companies and enterprises. The user interface is often praised for its simplicity. And it even allows you to send out polls; which allows you to determine who can be free during your proposed meeting times.

Use appointment scheduling software: Acuity Scheduling, never ask "what time works for you" again.

Acuity scheduling could also be the one for your business, especially if you use Squarespace to host your website. You’ll be able to create a completely customized scheduling page to suit your business. Being HIPAA compliant, this software also allows you to feel much more confident. You have the knowledge that all the information is safe and secure.

No matter which scheduling software you choose to use; automating this process using your website is vital to a successful onboarding experience.

2. Provide a welcome pack

Upon signing up, a new client often looks for a healthy mixture of accompaniment and clarity when getting ready to start. They don’t want to have to figure everything out for themselves. But are likely also weary of contacting you too many times for help. This is why offering them a downloadable welcome pack can help get the ball rolling much faster.

The best way to do this is to have the welcome pack sent directly to them. You can send it immediately to the client, using the email address they signed up with. An effective welcome pack should include information regarding the features of the product or service the client has purchased. As well as best practices and useful tips. And a timeline that the client can use to map their own onboarding progress. 

Now you've sent the first email containing the welcome pack. And now a few more staggering welcome emails are required to complete the onboarding communication schedule. These should contain extra nuggets of information to further help the client. This will make your clients feel more welcome and at ease, increasing the likelihood of retention.

3. Offer learning content & video tutorials

Every client is different, which is why catering to visual learners by providing them with introductory videos is crucial. Plus, for most, seeing a product in action is much more intuitive than just reading a stand-alone article. Particularly if the product is SaaS-based. It will also save your business time and money. Resources that you would have needed to spend educating your clients manually and individually. 

Clients should be able to refer back to these videos throughout the onboarding process. Thus making them feel more comfortable when establishing how to use your product or service. You can make these videos available at a central point on your website (such as the help center). As a part of the welcome emails. Or enclosed within tooltips. 

4. Use a tool to collect client information

When onboarding a new client, there’s often a lot of information that needs to be collected. It's essential to have before the partnership can begin. Via email, content can often get lost within lengthy threads, causing frustration for both yourself and the client. Streamlining this process is the key to ensuring customer satisfaction and minimizing delays.

To do this, you could embed a form into your website. Which will allow your clients to provide you with the necessary information while they’re right there on your website. Google Forms is a good option for basic forms and surveys. And it's easily connectable to other products included within the Google Suite, such as Google Sheets. If you’re using WordPress, a great option is Gravity Forms

However, if you’re looking for something more robust and professional, sometimes it’s better to use a more advanced content collection tool. Even if it can’t be embedded into your website.

Use a tool to collect client information: Content Snare, the smart way to collect content.

Content Snare allows you to create detailed content requests for your clients. Thus helping you to effortlessly gather information, files, and documents. You can even start from scratch or use a built-in template to speed up the process. You can begin setting up just like that! Either way, the ease of use and automatic reminder emails ensure that your clients provide you with everything you need. And within any desired timeframe.

Summary: Streamline your client onboarding

Using your website to streamline your client onboarding can save you several hours each week. It alleviates the burden of a lot of manual actions. This allows you to put that time towards more important tasks and boost productivity.

A successful online onboarding process may take some time to set up. But, once this is done, your business can begin reaping the benefits that come with a much more professional approach. 

To wrap up, ensure you:

How To Disable A Plugin For Specific Pages And Posts

From time to time, we encounter a difficult situation where 2 plugins are in conflict. Resolving the actual conflict would require a high level of effort and you probably need a quick fix.

If the conflict is visible on one of the website pages or posts, you might want to consider disabling the plugin on just that post or page. But how do you do it?

Disabling A Plugin For Specific Pages And Posts

There is a cool code snippet I use to achieve this and it works perfectly. It is a quick and dirty fix, but it will get the job done.

You should create Must Use plugin and add this code:

add_filter( ‘option_active_plugins’, ‘disable_specific_plugin’ );
 function disable_specific_plugin($plugins){
      if( $_SERVER[‘REQUEST_URI’] == ‘/people/’ ) {
         $key = array_search( ‘name_of_plugin_folder/plugin_core.php’ , $plugins );
         if ( false !== $key ) unset( $plugins[$key] );
      }
     return $plugins;
 }

In this example, I am looking for people slug on the website. You can use something different under the if statement as well, like is_page() or is_single() to target a specific page or post you need.

It would be something like this: if ( is_page($your_page_id) )...

Be sure to try this on the staging site first and if it works, just do the same on the live site and you will be good to go.

I hope that you find this helpful. Do you have questions or want to talk more about this? Contact us!