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
- Business hours
- Email and phone support is offered
- Facebook and text message support is not accepted
- Face-to-face group training, by way of workshops and seminars, is offered
- Face-to-face individual support is offered for WordPress packages
- Face-to-face individual advisory support is offered to limited businesses via the SBMP.
- Use email to communicate and write to us with questions
- 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.
We work business hours. Monday – Friday 9am – 5pm. We are unable to offer 24/7 support. If your website is down or there is some other significant emergency please contact us at any reasonable hour and we will do our best to address the issue. Otherwise email us for a meeting or training session outside of business hours, as we can be available for appointments with prior arrangement.
Email support is offered to website clients for 3 months after the site has gone live, or students during our Getting Started marketing packages. 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 is offered to website clients for 3 months after the site has gone live, or students during our Getting Started marketing packages.
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.
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.
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.
Support is available outside of these times on a per hour basis.
If support is being offered on a per hour basis, we log time spent on phone calls and email responses using an 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.
No Facebook or Text Message Support
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.
While we understand for many business owners there is convenience with using this as their preferred communication, for us it doesn’t work, usually for one or more of the following reasons:
- often written too casually
- sometimes sent outside of business hours
- difficult to attach .pdf information sheets when replying
- less effective in being able to provide, copy and paste links
Text and Facebook messages do not allow us to effectively manage our support help desk as we are unable to easily search by date, sender’s name or subject as we can with our email platform. They negatively impact on our ability to distinguish our home life with work duties.
A stilted back and forth message conversation, often with limited word count, is ineffective for many of the robust, technical questions and answers required for the work we do.
For these reasons, Facebook and text messages are not accepted as actionable support requests. We appreciate your adherence to this process.
Remote Screen Support
Often it is useful for us to see your screen as you are learning and practicing new things. We use one of two tools to do this:
Zoom is a popular online meeting tool. It allows us to hear and see one another as well as share one screen at a time. It is free to use for meetings up to 40minutes. You need to create an account with Zoom to use it. More details here https://zoom.us/
TeamViewer is a specialist online remote support system. It allows us to invite you to share your screen with us so that we can see what you are seeing. You need to download the TeamViewer software to use it. More details here https://www.teamviewer.com/en/
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.
We offer one-on-one face-to-face training with our WordPress packages. Please speak to us about price, availability and conditions if this is of interest to you. We do not offer one-on-one face-to-face training sessions for our other packages.
For a limited time we are able to offer businesses in the cities of Holdfast Bay, Marion and Onkaparinga digital marketing face-to-face advice through the Southern Business Mentoring Program. More information and bookings here.
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 of the section of the screen. Here’s some video tutorials to help with taking screenshots
- The web address or URL where the problem happens
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.