DIY DIGITAL

Support

As part of our website handovers and Getting Started packages, DIY Digital teaches business owners how to do stuff online. Most of our support is offered via phone and email.

 

Checklist for DIY Digital Support

  • Email and phone support is offered
  • Face-to-face individual support is not offered.
  • Face-to-face group training, by way of workshops and seminars, is offered
  • Use email to communicate and write to us with questions (not Facebook or text)
  • Write as clearly as you can, use screenshots and include a URL if you are able to
  • Use a desktop or laptop to trouble-shoot issues
  • Be hands-free if we’re doing phone training
  • Usernames and passwords are your responsibility to remember or know, not ours
  • Be and stay calm

 

Here’s a bit more information about what support is offered and how it is delivered.

 

Email Support

Email support is offered to existing clients who we’ve developed a website for, or who have purchased a Getting Started package. We give clear considered and articulated response to emails and will often include links to video tutorials or attach helpful cheat sheets specific to the issue you are having.

Email is often the first place to ask for support. An informative email that clearly sets out the task undertaken and what help is needed will assist us to help you.

 

Phone Support

Phone support is offered to existing clients who we’ve developed a website for, or who have purchased a Getting Started package.

Sometimes we are able to give a quick response over the phone, sometimes we may need to investigate the situation or we may need to schedule in a phone/computer meeting for a later time convenient to us both.

To get the best out of a phone/computer meeting it’s best to be hands free.  You can achieve this by putting your phone on speaker or using a headset. This is so you can be hands free and able to navigate using your mouse or trackpad on your laptop or desktop computer.  In this way you can access the software as we are talking and we can demonstrate to you where to find stuff, what to click on and what to expect.

Here’s a video tutorial on how to get the speaker working for a phone call on an iPhone.  If you have a different kind of phone (eg. Samsung) search for “how to use a speaker phone on Samsung” in YouTube.

Occasionally we may use Zoom as this allows us to share screens.

It’s useful for us to know in advance of the phone meeting what goal you are trying to achieve, what hurdles you are facing and what computer or software you are using. This helps us prepare beforehand to customise the learning to your situation. It also means we have an opportunity to re-familiarise ourselves with the screens and navigation of the platform being used.

Do not phone us when you are driving a car, have something cooking on the stove, likely to have an interruption or have to catch a train in 5 minutes. Phone us when you have the time and space to focus on the task at hand.

 

Desktop, laptop, tablet or phone

Tablets and phones are great for social interaction, but rarely are they the right device to administer your business online channels.  All our support is delivered using desktop versions of the software and our expectation is that you too are accessing the software on a desktop or laptop.

 

Support Hours and Costs

Each Getting Started package will have support hours included as part of the service.  Website handover support is included with our website builds.

If support is being offered on a per hour basis, we log time spent on phone calls and email responses using a neat app called Tyme 2. When we work on a project we click the record button on, and click it off when finished.  In this way you can be confident we are accurately billing you for time worked on your project and not guessing.

DIY Digital website and online marketing support Tyme2 sample record

 

Face-to-face support

DIY Digital runs numerous seminars and workshops throughout the year to present face-to-face learning opportunities for small businesses in Adelaide.

We do not usually offer one-on-one face-to-face training sessions. Please speak to us about price, availability and conditions if this is of interest to you.

 

Technical Issue

If you’re struggling with a technical issue, the following will help us to help you:

  • A clear description of what is going wrong
  • The name of the software, site or platform being used when the issue happened
  • The name of the buttons, links, fields or areas on the site you were clicking on leading up to the issue
  • A screenshot (use snipping tool on a PC or preview on a Mac) of the section of the screen
  • The web address or URL where the problem happens

Facebook and text messages are great to inform someone you are running 5 minutes late or to wish someone a Happy Birthday, however they are not useful to our business communication. They are usually written too casually and do not allow us to effectively manage our task help desk. Facebook and text messages are not accepted as actionable support requests.

 

Usernames, passwords and log-in details

Online marketing by its nature, uses online tools and platforms. Most of these require accounts and login details.

It is your responsibility to know and be able to access details to software, sites and platforms you have accounts with. If you are unsure of your login details this indicates you may not have a system for recording and retrieving your usernames. It is recommended you create a system that works for you.

 

Spreading the Love or Spreading the Frustration

Getting frustrated with computers and online platforms is common.

If you’re frustrated or emotional about the situation, please think carefully before pushing your frustration or anxiety onto us. As a general rule we’re not that keen on it. Take a deep breath. Have a cup of tea. Perhaps give it 24 hours. When you’re calm, give us a call.

© 2018 DIY Digital

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