Now that you've partnered with us, we're here for you. If you're on our Perform Plan or Perform Plan Pro, we're more than happy to help you make changes to your website.
If you want to upgrade from a Maintain Plan and gain access to website edits, just reply to us here and we'll make it happen.
But can I be real with you?
This relationship really only makes sense if we're able to work well together. That means while we take responsibility for keeping your website secure, fast and well-maintained, you take responsibility for getting us the information we need to do our jobs effectively.
So we're here to help you do that.
1. Use Vidyard
This Chrome extension allows you to take quick videos if a written email or screenshots just won't cut it. Check out the sample video below!
2. Include screenshots
This is super helpful for our technical team. When you send images of exactly what's wrong, we can nail down exactly what needs to be done.
UNHELPFUL: "I need the attached image added to my blog post!"
HELPFUL: "Please add the attached image to my blog post (yourdomain.com/this-specific-blog-post/) and see the directions below to put it in the right place. Thanks!"
- Snipping Tool (Windows, Free)
- Jing (Windows/Mac, Free Trial)
- Skitch (Mac, Free)
- Snagit (Windows/Mac, $50)
- FastStone Capture (Windows, $20)
3. Add a descriptive subject line
It's best to include high-level details in your subject field so that we'll know exactly where to go to make the changes you want.
UNHELPFUL: Subject - (No subject)
HELPFUL: About Us page needs realignment
4. Be as specific as possible
Include as many details as you can when you're giving us edits or tasks to complete. That way, we know exactly what needs to be done.
UNHELPFUL: "My website has some spelling mistakes. Please fix them all ASAP!"
HELPFUL: "My About Me page has the word "Wordpress" in it but it should be "WordPress" with a capital P. Please change that when you can!"
5. Include the browser or device you're using
This will help us to troubleshoot the issue and fix it faster. If we're looking at your website on Chrome but your issue was on Firefox, that's something we need to know.
UNHELPFUL: "My website's header looks funny! Please fix it!"
HELPFUL: "The background color of my header looks a little off. I'm using Google Chrome on a tablet. Please fix this when you can!"
6. Include links to where changes need to be made
This way, we know exactly what page you're referring to and can go right there when making any necessary edits.
UNHELPFUL: "One of my blog posts needs a featured image. Please add one!"
HELPFUL: "This blog post needs a featured image. Please add the attached one: yourdomain.com/this-specific-blog-post/"
7. Be nice
This one is really underrated, but please remember that we are real people helping you, not just magic WordPress robots. We like to have fun running our business, and that means not dealing with intolerable customers. Being mean or overly-demanding probably won't get you very far.
UNHELPFUL: "Here are 50 edits I need done on my website within the next hour. If you don't get it done, I'm leaving you a 1-star review!"
HELPFUL: "Here are a few changes I need to my site. If you could get to them as quickly as possible, I'd really appreciate it. As always, appreciate you guys and thanks for kicking butt!"
Our goal is to be the very best technical support partner for any individual, business or organization with a WordPress website. But you can help us do that by making our job just a bit easier.