WP Tech Support

BACKGROUND

Please describe your company and your position there.

I own and run a boutique integrated marketing agency that manages B2B and B2C projects for a number of industry verticals and clients.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire WP Tech Support, and what were your goals?

Initially we hired them for website maintenance and over the years they've proven to be an incredible parter in many other areas including website development, PPC, SEO & a number of backend integration support.

SOLUTION

How did you select WP Tech Support and what were the deciding factors?

24/7 maintenance support for clients, they're easy to use UI ticket support system & nimbleness to get things done efficiently and on budget

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

We kick off any project with a debrief, we set timelines and deliverables together and discuss any watch outs, other considerations to be mindful of. We regroup on a weekly basis to track progress and course correct as needed - its a fluid and incredibly successful partnership

How many people from the vendor's team worked with you, and what were their positions?

We've worked with 3 unique individuals, each with their own area of experience. One was primarily focused on web development, the other on SEO/PPC and the third on ecommerce specific web dev/design needs

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

The best way to measure is the impact on retaining clients year over year and winning new business once the initial project was complete. We have worked with WP on over 10 unique client projects and all 10 have increased their scope with us and extended their engagement over time.

Describe their project management style, including communication tools and timelines.

The have an easy to navigate and comprehensive support ticketing system that can be white labeled for clients. Their response time is quick for support ticket items within a 24 hour window, and when the timeline is longer they manage into these deliverables with specific deadlines.

They're also willing to hop on calls with clients as an extension of our team and that makes it easier for us to communicate the specific needs from the perspective of their IT knowledge and support.

What did you find most impressive or unique about this company?

Their ability to do deliver on a number of tasks and needs beyond our initial engagement of development support and maintenance. Their willingness to figure it out, work together and make us happy.

Are there any areas for improvement or something they could have done differently?

Given we've challenged their traditional web dev/maintenance model a bit by partnering with them on opportunities beyond what we initially engaged them for - careful management of project milestones/deadlines is an area we're all working towards improving.

This is more of an opportunity than a challenge and they've met each and every challenge with positivity, professionalism and support.

BACKGROUND

Introduce your business and what you do there.

We are an animation company based in Dublin, Ireland. We produce explainer videos from 30 seconds up to 90 seconds that help explain what a company’s products or services are.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with WP Tech Support?

Our biggest business challenge was that we had a WordPress website that wasn’t very professional, and we needed to basically update the whole design of the website and make it more secure so that it couldn’t get hacked.

SOLUTION

What was the scope of their involvement?

They helped us build a new website from the ground up, creating a completely different design, which involved some branding work as well. They designed a new logo for us and everything.  They did t-shirts, color schemes, fonts, and then obviously the new website development on top of all that.

What is the team composition?

David (Founder, WP Tech Support) was our main point of contact throughout the project, but I know that he had five people on his team working behind the scenes as well.

How did you come to work with WP Tech Support?

We actually tried to sell him our explainer videos originally, and while we were talking with him, he described his business and we realized that he could help us with our website as well.

How much have you invested with them?

We’ve paid him around $3,000 for the project, along with a $50 per month maintenance fee that we pay now.

What is the status of this engagement?

We started in May 2019 and are continuing to work together.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve received lots of great comments about the new site. It looks very professional and includes almost 40 different pages as well as a portfolio blog. The whole thing operates much faster as well, and we have a much higher engagement and conversion rate than before. It’s also much more secure and gets consistently backed up so that we can always restore it if anything happens.

How did WP Tech Support perform from a project management standpoint?

They are really good at project management. Their team provides weekly updates and revisions on how we are progressing and can improve in any way. We collaborate with them over email and Skype, primarily. They are extremely good about meeting deadlines, including on specific pages such as a location-specific page that I needed to be operational for a trip that I took to that area.

What did you find most impressive about them?

I think the best thing about their service is not just the design and the security work that they offer, but the value of their consultancy on strategies and support as well. We had our own ideas about how to do certain things and they were able to give a lot of valuable insight from their experience on what would be successful and what might be better done in a different way. Their advice has been very valuable to us.

Are there any areas they could improve?

I don’t have any criticisms; I think they do fantastic work.

Do you have any advice for potential customers?

Just be open and honest about your needs and problems because they will be able to deliver on whatever you ask them to do.