Ongoing Support

We stick with our clients long-term, offering a range of practical advice and support.

01. What Is Ongoing Support?

Gremlin Works’ ongoing website support can be broken down into three main categories.
The first involves maintaining the overall health and functionality of the website; ensuring that it carries on doing the job that it is supposed to do.
The second concerns your marketing and SEO; we can help to make you aware and take advantage of upcoming opportunities, while guarding against new threats and challenges.
The third covers enhancements and additions to the website; a natural process of evolution that all businesses should embrace. We can ensure that new work is consistent with your brand, has a justifiable ROI and will be carried out to our high standards.
We are here for your long-term success and will be only too happy to jump on the phone to discuss any marketing or website type issues with you, long after completion of your project.
With any proposed changes we will be on hand to give advice as to whether or not they make sense and offer ROI, and if they do we will be more than happy to implement them for you.

02. Website Health and Functionality

The first of the components involves ongoing technical support for your website. Think of your new website as a new car. Just because everything is new doesn’t mean that you don’t need to change the tires and the oil from time to time. A website is very similar; maintenance is vital in keeping it working well.

 

WordPress

Building on WordPress is a great choice for many businesses due to its relatively short time-to-market and high ROI. This is all because WordPress comes with a suite of prebuilt features (plugins) which we can layer on top of the WordPress platform itself.

When we build your new site we ensure that all of these moving parts fit together without any issues. However the plugins and the platform itself are constantly evolving, and sometimes an issue might arise where an update of one plugin might cause it to stop working properly with another.

This is normally something that we can fix pretty easily and isn’t something for you to worry unduly about. The important thing is that we keep up to date for you and can do regular checks of your site to make sure that everything is working as it should.

The WordPress platform itself also needs to be updated. WordPress offers new versions of their platform fairly regularly. These updated versions usually address functionality and security issues and are worth doing, yet occasionally plugins will not function properly with an updated WordPress core.

Again, we can handle the update(s) for you and will be able to swiftly identify and deal with any problems that arise.  

 

Security

Just as stores are broken into, websites are hacked every day. Being hacked can be problematic or even catastrophic to a website. Some of the effects are:

  1. SEO Spamming – By placing links from your website back to theirs, hackers improve their SEO at your expense.
  2. Redirecting Traffic – Hackers can put code on your website that redirects traffic to theirs. This can be done subtly, in which you may not know it’s even happening, or more aggressively.
  3. Stealing Data – The higher the volume and value of data that your site is collecting, the more likely you are to be a target of hackers. Just ask Ashley Madison.

We can help to ensure that your website stays up to date with the latest security measures, and in the unlikely event of a hack we will do all we can to resolve the issue for you.

 

Regular Backups

Would you work on a critical document for months without backing it up? Of course you wouldn’t, so why take the risk with your website?

All those little tweaks to your site which have improved it over the years may be lost if something goes wrong and you don’t have a backup.

Conversely, say you make a change and it doesn’t have the desired effect. Can you take your website back to how it was easily? Nope, not without a backup.

We ensure that our clients’ websites are backed up and saved online every month so in the event that something catastrophic occurs, you will be protected.

03. Marketing and SEO

We install Google Analytics as standard for all of our websites. But many business owners don’t have the time to look into this in detail, or the experience to interpret the data and know how to act upon it.

Part of our ongoing service is to monitor client Google Analytics regularly and give you actionable insights and analysis.

Perhaps you already have an individual or a team who are monitoring Google Analytics for you. If so, that’s great. But an extra set of eyes and ears giving you independent analysis and advice is clearly of added value.

Some examples…

A drop in the conversion rate of a specific page may be down to one of many factors, or even a combination of them. It may be that there has been a change of marketing strategy which has brought a lower quality of visitor to that page. It may be that there has been a change in the content of that page which has impacted on its ability to convert. Or, it may be that the product or service offered on this page simply isn’t as appealing as it used to be.

A large spike in website traffic, all things being equal, is a good thing. But how do we sustain that and how do we maximise it? And are we monitoring things closely so that we are able to react fast enough to take advantage?

A gradual decline in your organic traffic is worrying. It could mean that your SEO performance is dropping off relative to that of your competitors. SEO takes time, and if this is the case you need to step up and deal with the problem ASAP before it escalates. The decline could also reflect a decrease in the number of people searching for your product or service – a declining industry. Again, knowing about this as early as possible is hugely valuable.

Google Analytics are your eyes and ears online. We can help to ensure you make the best use of these senses.

04. Enhancements & Additions

Businesses are always evolving, and it is essential that its website evolves along with it.

Changes to your site fall into two broad categories – those that are Analytics led; ie. those that we have suggested based on what parts of the site are currently performing well or badly, and those that are business led; ie. changes to the web design to reflect what is going on in the (shock horror) offline world.

 

A/B Testing

Our insight into your Google Analytics will allow us to track the performance of the various sections of your website. We’ll know what kind of content is doing well, where people are dropping off, and what pages are bringing the most traffic.

If we identify a page that we feel presents an opportunity for improvement, we are able to perform an A/B test. In this case we run two versions of the page in parallel and randomly split the traffic to them 50/50.

Testing itself is now fairly easy and doesn’t require too much technical knowhow. It does take time however, and for most businesses it doesn’t make economic sense to test everything to the nth degree. The real art lies in knowing what to test, which variations to try and how much testing is going to be worthwhile.

Common things to test include Call to Actions (CTA’s), headlines and subheadings, images, layout and length.

When carrying out testing, there’s no need to reinvent the wheel, we follow a tried and tested (excuse the pun) scientific process.

 

Graphic Design Changes

New or updated branding can bring sweeping changes to a website. Brand consistency is paramount, and your website is a key part of your brand image. If you are incorporating new fonts or colours into your CIS, these need to be used on your website. Likewise, any changes to your key-visuals should also be reflected online.

Website design styles also change and evolve, and changing the graphic design elements on a site can keep the website looking fresh and modern. For regular users of your site, there is a balance to play. On one hand you don’t want them to get bored with a site that never changes. On the other, you don’t want to change so often that it is disconcerting for them.

 

Content Changes

As much as possible we will empower you to make content changes by yourself. However sometimes the work that needs to be done can be a little too technical or sophisticated. Two such examples of this are adding new pages or restructuring the navigation.

 

New Website Features

New marketing initiatives will often mean new additions to a website. Many small businesses make the decision to start a regular blog (a great idea for most), in which case a blog will need to be built. Alternatively, perhaps you decide to invest resources into social media, in which case you’ll need to incorporate social media into your website.

Both of the above examples only require a little bit of work in terms of web design, and can bring great results for a business.

Keeping your website up to date has many benefits. The average lifespan of a website is 4-5 years, but investing in regular enhancements will extend that considerably. Furthermore, search engines like Google like websites which are regularly updated.

In conclusion, there are many reasons why you might, or indeed should update your website on a regular basis. Gremlin Works can lend an experienced hand to show you which updates most justify the expense.

If you’d like a free consultation on your website simply fill in the form below and we’ll get back to you. During the consultation we’ll look into your site and give you an analysis of your current situation and some ideas about what you should do next.