March 5, 2019

8 Strategies to Get the Most Out of Website Support

Natalie Semczuk

Your website is an investment in your brand and a critical tool for connecting with your audience.

Like any investment, you’ll need to protect it by keeping it up to date, secure, relevant and functional for your users. This ongoing process should begin the day your site launches, but many companies find that it’s not cost-effective to hire a full-time developer, designer, project manager, and strategist to maintain their site.

That’s where a good support agency comes in! Having a support team in your corner can take a lot of stress off your plate, and they can make your life even easier when there’s a real two-way partnership in place. We asked Kanopi’s team to think through the lessons they’ve learned from our most successful relationships to offer you tips and tricks to ensure you’re getting the most out of website support.

There’s no such thing as too much information
Most support teams rely on a ticketing system to manage workflow and create a transparent record of requests and actions. As the client, you’ll be entering tasks into a system for your support team to estimate, complete, or review. Any information you can provide that helps the team recreate and investigate your task will ensure that your issue is addressed as quickly as possible, which translates into time and budget savings. Strong documentation is so critical to the process that the Kanopi team shares a full list of recommended methods when onboarding new clients.

Keep communication flowing and don’t be afraid to ask questions
Communication should be your support team’s number one focus, but it’s also a two-way street. The better they understand your goals, priorities and issue details, the better service they will be able to provide. In today’s fast-paced digital world, it’s not uncommon for context to get lost in translation. If you feel unclear about anything, don’t hesitate to ask your team.

Practice patience
Support teams want to make sure that your work gets done right the first time, which can often require additional information and discussion before work can begin. Your patience and understanding throughout the process will be deeply appreciated by your team.

Lean on your support client lead
Your agency should establish a single point of contact for your project who stays in the loop on everything and coordinates the team. Their title may be project manager, support client lead or something similar. Get to know this person and use them as a resource. They will welcome the opportunity to provide the clarity needed to keep work flowing smoothly. They should also be able to explain technical tasks in human terms and help fill any gaps in understanding.

Escalate as needed
Support technicians work hard to manage quickly shifting requests and priorities that require varying amounts of time and effort. When priorities change, or things seem to be taking longer than expected, let your support client lead know so that they can make adjustments to ensure that high-priority items get handled efficiently.

Learn from your team
Content management systems are designed to allow client teams to take charge of website administration, but as anyone with a brand new system knows, learning all of the ins and outs can be daunting. Your support team can help! Ask them to schedule and record training sessions that you can reference later. Ideally, they will help you gain independence and confidence with your system so you can use it to its fullest.  

Leverage our expertise
Your team should be able to go beyond monitoring updates and fixing bugs to add value as a strategic partner. Ask them about UX, design, functionality, accessibility, analytics and more.  

Have fun
Entering website support tickets may not be your definition of fun, but we’ve found that positivity and a sense of humor go a long way and can even inspire creativity and attention. Maintaining a light-hearted attitude or sharing a laugh makes everyone’s work easier.

At Kanopi Studios, we specialize in supporting websites. Our senior-level, dedicated support team is there when you need them with the expertise it takes to get the job done quickly and well. We operate just like an extension of your team.

If you’d like to learn more, we encourage you to get in touch so we can discuss your needs and the best approach for your website.