We are very glad to have Dave Macdonald from WP Tech Support for today’s interview. We will learn about WP Tech Support and its services.
The interview includes tips for better performing websites and how to choose a support and maintenance service for a website. And as always we will fetch some advice for the newcomers.
But before that let’s get to know more about Dave and WP Tech Support.
Dave has a background in design and marketing, being in the industry for the last 20+ years. In the last 10 years his focus shifted to online marketing and website development. Dave initially set up WP Tech Support for his digital agency client base.
WP Tech Support provides WordPress website on-going support and maintenance, easy online sign-up process, and choice of cost-effective monthly plans.
They offer WordPress Core and Plugin updates, security and uptime monitoring, backups, support, and custom development.
Hello Dave, It is a Great Pleasure That You Give Us Some Time From Your Busy Schedule. Would You Share With Us How You Get the Motivation to Start With WP Tech Support?
I headed up a digital agency designing and developing WordPress sites and the more projects we completed, the more requests we had from customers asking if we could continue to support and maintain sites on-going.
We developed a support plan service within the agency which became popular with our customers.
This is where the motivation came and after some in-depth market analysis and research, we made the decision to start a dedicated business for WordPress support and maintenance.
From Your Experience Could You Please Tell Our Readers What Features Are Important While Choosing Website Support and Managing Service?
Peace of mind is the most important, when a new customer signs up they no longer need to worry or spend time on their own maintenance, allowing them more time to get on with running or developing their business. Experience and 24/7 availability are also important factors.
Who Are the Main Customers of Your Service? What Type of Website Owners Do Ask for the Services and What Problem Do They Face Most Before Getting the Service?
We have a wide spectrum of customers, from individuals and bloggers to SMEs right through to large corporate organizations.
Our service is also very popular with web development agencies who are able to offer their customers full support and maintenance through a fully white-labeled solution.
I have always looked at the support plans we offer as an insurance policy for your website. Any business that relies on their website day to day should insure against any issues for the small monthly cost of a support plan.
The reality is that not many site owners see a support plan as an essential service they need.
I would say around 50% of our customers signed up for a support plan not as an insurance policy, but down to necessity at the time as they had an issue/emergency they were unable to resolve.
Once they have signed up and the immediate issues have been taken care of when they start to see the ongoing value (insurance policy) for their website, problems do not occur anymore and when they need help with any issue or development we are their 24/7 x365 to meet their requirements.
What is the Core Service That Differentiates Wp Tech Support From Other Support and Maintenance Services?
We pride ourselves in the level of customer service we provide, our aim is to make every customer feel like they have their very own support and development team.
Throughout the COVID pandemic, we have been running a 30% sale which makes our pricing one of the most competitive on the market.
How Does the WP Tech Support Team Ensure the Performance for the User’s Website?
Page loading speed optimization work is included for Business Plan customers, we work to not only optimize for faster loading times but continue to monitor speed weekly and maintain the speed increase for the life of your plan.
Our customer portal includes a reporting dashboard to keep customers updated with work carried out each week.
How Do You Help Your Clients With Improving Their Website?
Pro and Business plan customers get 60 or 90 minutes of inclusive time per month for any improvements or development.
Customers can request to use this anytime by raising a support ticket. If additional development time is required customers are able to purchase the time via their account.
How Quickly Can Site Owners Get Support From WP Tech Support in Emergency Situations?
Existing support plan customers can get immediate help within 20 mins or less from the time they submit a support ticket.
Customers are able to assign a priority level to support tickets and we monitor all tickets 24/7 to check priority levels and in event of any emergency we bump the ticket to the top of the support teams schedule.
For new customers we also offer a one time fixed fee Emergency Fix ($65), this can be purchased via our site and within minutes they can submit an emergency ticket and get immediate support.
Your Team Works With a Lot of Websites. So Could You Give Our Audiences a Little Tip for a Better Performing Website? And What Should They Do for a Smooth Performance of Their Website?
Yes, the most common issue we see on a daily basis is plugin usage, a well-optimized and fast loading site will usually be running 20 plugins or less.
Sites running considerably more than 20 often suffer from slow loading times and on-going issues caused by conflicting plugins.
So, What is Your Future Plan With WP Tech Support? What Should Users Expect From WP Tech Support in the Future?
We are continually looking for ways to evolve and grow the business and offer customers further added value and additional services. In the near future, we are looking to offer a support plan package that includes hosting.
It’s something we get asked regularly from customers and we are working on a hosting solution that will deliver reliability and maximum performance at a cost-effective bundled price.
What is Your Top Advice for the New Web Site Owners Who Are Using WordPress for Their Business?
You made the right choice, WordPress is an incredible open-source platform and the most popular CMS in the world.
It offers amazing flexibility, customization, and usability to create just about any type of website you could think of!
For a better performing website, proper maintenance, and regular checkup for further improvement is necessary.
A lot of websites lack at this point. Overuse of plugins can decrease the performance. And there can be more other issues. In this case, professional support and maintenance services can help.
But before taking any maintenance and support service be sure to check their support system. As Dave said, “Peace of mind is the most important”. And it is only possible if you can get the 24×7 support from your service provider.
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