On-Line-Support.com Website Review

We don't need a web design redesign at this point, but any feedback we.

Can get on it, our websites, I want to look at everything because our website is at least five years old. So it's not that we need to do it, but I'd like to look at it and see what would that do to help online support. If we totally redesigned it and the guy that's doing it is great. It's a fine website. It doesn't blow my socks off, but it's a. It's a fine website. Um, so I would be interested in seeing what we can do there. Although, like Nancy said, it's probably not primary unless it's going to really resolve some of the SEO stuff.

Yeah, it, it definitely could use a refresh. We did go through a branding process. We have our colors, all that stuff, and we definitely want to retain that. But yeah, the website's getting a little long on the tooth.

There's another thing. There's another thing we need to. That I think is one of the things you may be able to help with, but I'm not sure. So. We also have put in a CRM for the first time called Glass Hive and it is silly cheap for us because of our partnership with another company. We're getting it for $100 a month for unlimited seats, which is silly cheap. And it's designed around managed service providers, so it has functionality in it. I've never run a CRM. Neither has Randy, our business development person. So helping us understand how to create those funnels, the drip marketing, that kind of stuff would also be really helpful. So you can see we have a lot of need.

That's great. That's great. Okay. I have never used Glass hive. However, most CRMs are very similar to each other in that they've got the capability to embed forms on your website, capture the leads, leads go into the CRM and then they trigger an automation. That's a email funnel, potentially a text message funnel. Do you know if that one has text messages as well?

I do not.

It does not.

Okay, so I will go after the call and take a look at glasshive and the capabilities built in. Essentially, Glass Hive would just be the tool. The funnel itself in the lead generation is a macro, high level understanding. Then the implementation tools really irrelevant. So it's just a matter of understanding what Glass Hive's capabilities are and hooking the things together, mapping out the funnel and stuff so we can go into all of that.

It looks like HubSpot does a whole lot more than Glass Hive.

Sure.

But it would be a ton more money than $100. Glass Hive integrates with HubSpot, which makes my brain hurt because it sounds like. Yeah, exact. So I don't know if it's an option to have one license of HubSpot and have Glass Hive interacting with HubSpot to get the functionality of that. Just. I don't know.

That just seems odd. I. I agree. The only reason they would integrate with HubSpot is they don't do all the things that HubSpot does. But then if you have HubSpot, then why would you need Glasseye? So that's very confusing. So I hear you. So we can explore that. But if you're good, let me share my screen and we'll just do a walkthrough of your website and I'll just share what I see to start out based on what your goals are. So you can see my screen? Yes. Yep.

Yes.

Or your screen. Okay, so first, when you said you are underwhelmed with the SEO, talk to me a little bit about that. So I just did a quick search for IT services in Vancouver and you actually did rank number one. You were not in the Google three pack. I heard you say you want to focus on Portland as well, but. So talk to me about that. What underwhelms you? What are you not ranking for that you hoped that you would.

It's the Portland searches again. I feel like we do pretty good with on the Vancouver side.

And then we've got the Seattle office too, which we opened that office after we had. We let the SEO company go. So I'm going to guess we don't rank very high in Seattle.

Not at all.

Exactly. But I'm just saying that's another thing that would be very helpful. And I have the key to the mailbox. Now. It is a physical office. Portland is actually a executive suites. But Seattle, we have a physical office so we can get the mail from Google. Whatever we have to do, send it in to prove that it's us.

Okay, so these addresses here are addresses where you can receive mail.

Correct.

Okay.

The Seattle office is actually a physical location.

It's a physical office.

Yeah.

Okay.

That's normally with an employee, but I had to let that guy go.

Yeah.

It's just sitting there right now on.

Your Google Maps listings. I did find your Vancouver office. Do you have separate listings for the other two locations?

That was a challenge as well.

Okay.

We could not.

Talk to me about it.

Okay. So we got the. The virtual office so we could have that Address. That was something that they recommended we do, but.

They could not, and I could not get Google to list that as a location. And I have tried and they tried and didn't have any success. You, you register it and then they supposed to send you this postcard. We never got the postcards. We checked all the, making sure we were getting our mail forwarded and all this kind of stuff. And I just, I dug through it and tried to figure it out and I just, I couldn't figure it out. So I need help with that.

Okay. Okay, that's fine. So we can work on that.

Portland is a much larger city than Vancouver and Vancouver is really part of the Portland metropolitan area. Like Kansas City, where you've got Kansas City, Missouri, Kansas City, Kansas, but it's all one big metro area.

Okay. One thing that I just really quick got my attention when I found your Google listing here. You only have four reviews anyway that you can implement a campaign to get more reviews.

I can, yeah.

There's one thing that's, that, that I'd like to try is we have a.

Customer satisfaction after we close a ticket, a service ticket, they, the customer gets a very quick little, it's called smile back. And there's frowny face, neutral face, smiley face. And they can also leave us a comment. There is a way. And Eric, I have put that out for, to ask Mickey to look into it, but he's, I think he's just been too busy to get to it. But there is a way to, to connect those so that when we get a positive review, it'll go into our Google reviews. Oh, we get tons, tons of positive reviews from customers. Great comments. So if we could funnel those in there, that'd be great. But if you have other suggestions on how we can get more Google Reviews, that would be great too.

Based on what I'm hearing. My number one suggestion is prioritize that integration. Because if people, if you're automatically sending that and they can click on a smiley face, which is no brainer, and it connects to Google, prioritize that there's no more doing other things. So if search engine rankings and leads are your goal, Google Reviews is critical. So if you've already got an automation that will expedite those reviews, make that priority one, like today. Or if you want to send me your login, I can look at it and try to get the integration going for you. But yeah, you need more Google Reviews. And then once you get your other two Google business pages set up for your other two locations, which we can Work on. Hopefully that application that you're using for reviews right now will allow you to assign by location, service location, and then connect to the other two pages. But let's work with what you've got right now and prioritize that integration. I'll just leave it out there for you guys to decide. I can help you get the integration, but if you've got a guy that's doing it already, just put that as number one on his list for today.

So Mickey is my business partner and he's out for two weeks. I can easily get you a login. Yeah. And I'm trying to let him take vacation. He doesn't normally get to take vacation. He usually gets interrupted. So I'd like to leave him alone until he comes back. However, I'm perfectly happy to get you a login to Smile Back just so you can see it and you can probably see the integration.

I truly, Eric, I think it involves some work on the back end for Mickey like in our systems, but I'm not 100% sure and that's why.

And maybe I'm getting the car before the horse. But if Sandy can take a look at it and she's got apparently a great automation team based on some of the videos that I've watched, great. I would imagine that the Smile Back portion doesn't go through ConnectWise or any of our other systems. It would go directly to the website. So my feeling is if Sandy had access to the website and access to smileback, she could probably just fix that quickly.

There is. You have to add into that survey that goes out to the customers. There's a box they need to check that says is it okay if we put this out there on Google? There is that piece of it. And that's why I was saying it might be something that we also have to do on our back end.

I'll take a look at it. I'll try to find.

Yeah, Sandy, I'll try to find. I will look for.

All right, now I lost you guys. Where are you?

One other.

I will look to find that information that I got from Smile Back with how it all works and then.

Okay, one other thing that I'll need for sure is admin access to your Google business page. So if you go in and add me as a. I wish they changed the language. Add me as an owner. You can add multiple owners. Owner is really the administrative level access.

On your Google my business. So just log in and then find a place where you add users. And instead of adding me as a user, Add me as an owner, which is just the administrative level that I'll probably need to integrate.

Okay, I can do that. Yeah.

Okay.

Yeah.

All right, I'm going to jump back to your website then. And before I talk about the leads aspect, describe a lead to me. Like, what's a lead to you?

Somebody whose technology is broken. Okay.

A lead is some, well, maybe not broken, maybe things are working okay, but they need somebody else. A lead is somebody who is a viable, although I know we can't screen for that, but somebody that is interested in learning more about what it is we have to offer and has a.

Need for it, which usually means their technology is not working the way they want or need it to.

Okay, we have a contact us form. Can we help you with?

Nancy, what you described as a lead is someone who has an interest in learning more about you and what you have to offer.

That is your contact form. So that's a high commitment. They've already decided that they potentially want to work with you. That's what contact forms are really good for. Okay, but there's a lot of people who come to your website presumably that never fill out the contact form. Correct. So how do we capture those? So when they're coming to your website, typically what problems are they coming to your website with? So they potentially dislike the company that they're working with right now and they're just exploring alternatives. They.

Maybe have something broken that they need fixed. Maybe they're trying to improve things in their IT situation. Is your ideal customer and I think I know the answer. But IT support can go from individual to mid sized businesses to large corporations. So what's your sweet spot? Who are you looking for?

So we really don't want to do business with people under 25 knowledge workers. So our target target is 25 to 100. Will the next ring of the target is 15 to 200 and then 10 to 300. We just flat won't work with anybody under 10.

And they must see the value in cybersecurity. We don't work with Google, we only work with Microsoft. They must be on business premium. There's a lot of things that a customer needs to do to keep themselves safe and to keep us safe. Yeah, so we've become picky about customers.

Great, that's good because that helps us target the right leads so we can use lead mechanisms on the website to make sure, I mean not 100% guarantee, but really filter in the right people and weed out the wrong people. Just real quick, you said I must see value in cybersecurity, can't use Google.

Have to use Microsoft and you use some language in that. What was the Microsoft deal?

Business premium. It is a level of license that includes security features for the office suite.

Okay, thank you. I'm just taking some notes on here.

Now they also need to be in our geographic areas. So Portland, Vancouver metro area, Seattle metro area. We don't have specific industries that we are targeting. We have some we don't want to work with restaurants or stores, just some that we won't work with.

But pointy sale type, we point of sale doesn't have much knowledge workers but we do have some industries that we're working hard to get. The construction industry, we're working hard there.

A lot of financial services we've had success in and strangely larger non profits, we've done really well in larger nonprofits.

Okay, so construction financial services, large nonprofit, right?

Yeah. Can you think of anything else, Nate?

Professional.

Professional services.

Professional services, CPAs, employment agency manufacturers also we work with. It's a wide range, truthfully it is.

But it's companies that have knowledge workers that really need their technology to function correctly for their business to run correctly.

Okay.

Which is a lot of businesses.

Yeah, that's great.

Okay, so I am, I'm just going to walk through your website now.

So the reason that you are most likely ranking great for Vancouver and not as well for the others is because Vancouver is first and everything. So the way, the way that Google looks at websites is in priority order. And so what they did, the company that you worked with did a good job for Vancouver. Everything is Vancouver first, Vancouver first, Vancouver first. So Google takes you at your word and says okay, you're in Vancouver, you might serve a broader area, but this is your audience, these are your people. And so Google is looking at you guys there. Plus you don't have the Google business listings in the other areas. So you're never going to get prioritized in those areas until that gets worked out because they don't see you as being local to that area. Okay. That's the first thing. And then with the leads there's no. This is obvious but sometimes common sense isn't always common practice. There's no lead mechanism here, so and there. So there's no real calls to action. So you're just saying here's what we do at services here and here. Just a bunch of nerds with big hearts. I like that. This is cute.

And I like this, but this isn't really driving people to.

Leads to convert. I do like the predictions, but there's just a lot, there's a lot of stuff going on. And not that the stuff is bad, the stuff is good, but there's really nothing here driving them to contact you. So they spend a lot of time exploring. I'm just presenting a scenario and you're talking about people in the 25 to 100 knowledge workers. So they might be searching. No quick appear support and payments. So that's not for me if I'm looking and then I get distracted and then I don't come back. So that's what you want to prevent. The first thing that I would do from a lead standpoint is above the fold right here. First thing they see.

Is like, I like your IT manage. But that doesn't hone in on what you described here because you described 25 to 100 knowledge workers in certain industries who value security. So I would change that statement immediately. Very first thing. I don't mean right now, but very first thing to hone in on that. And I'm just spitballing now, but we can massage the language, work the language a little bit, but essentially you want to say.

We solve IT and security issues for businesses from 25 to 100. And I would just say employees instead of knowledge workers because then.

You can say underneath something like your IT challenges. My brain is going to. You no longer have to think about your IT challenges. We take it, we got you, you're like, we got your back, we've got it. But just up front we'll massage the language here, here's who we work with. And then instead of get in touch, I would say get a quote. That's just a super simple. So that, that goes to what you said, Nancy. They're viable. So people who don't fit that parameter are not going to waste your time. They'll be like, okay, this isn't for me. And they will move on. And then the people who are in that group, they'll be like, this is me, these are my people. I need to get a quote. So that's how you filter out the viable and non viable. And then from there I would have throughout. Every single one of these not learn more is passive. If they want to learn more, they're just going to click through the tab. So you don't need to tell them to learn more. You want to tell them to get a quote. You want to tell them to get a quote here. You want to tell them to get a quote here. You want to tell them to get a quote here. You cannot have Too many calls to actions. Because one of these things and I haven't even looked at the things that the things don't matter yet. One of these things is going to resonate with someone who is going to want to get a quote. So you want to have that everywhere and you want to have it up here too. Your primary call to action up here. So I would. People. These people are already your customers. You can train them to look for the payments button down here.

You get a quote is up here. The, the other people who are customers that might need support, that's fine, leave it up here. But get a quote needs to be first for attracting new customers. I would, that's how I would prioritize. I would do that first and then the next thing is I would target. I would create lead magnets content around these sectors. I create contact first around security for companies of that size. I would do a lead magnet dedicated to the construction industry. I would do a lead magnet dedicated to the financial services.

Can you explain lead magnet?

Yeah, I can. I will. So lead magnet is a PDF, essentially. That's the easiest kind of lead magnet, generally the most effective because there's low friction to get it. That solves a problem in a very specific way and then leads them into your funnel. So the lead magnet isn't. Here's what we do to help construction people. The lead magnet is, here's a problem that construction people in my sector have that I can solve right now. And you put it in the lead magnet and you give them all the steps, you give them everything, here's how you do it. And then. So they download it because they've got that problem here. You're going to tell them how to solve it and then they're going to be like, these people clearly know what they're doing and they work with people like me. So I'm going to call them to get help with this. Does that make sense?

So it's like download our guide to solving construction technology problems for your construction business. That kind of thing. And then they click on it and. And then they fill out information to get it downloaded.

Yeah, so they fill out.

Yeah, that's something we have talked about. Yeah, yeah, yeah.

And. And I wouldn't even say technology problems for construction businesses. What's one problem? What's. Yeah, what's a big problem that they have? And that lead magnet solves it. And then when they download the one problem and the answers to the one problem and you solve it for them and then they're in a funnel after that so they start receiving a series of emails where you can identify the other problems. Like one at a time, you're going to send them an email and the email is going to solve another problem for them and then you're going to send them another one. It's going to solve another problem for them and then you're going to these calls. So you're nurturing trust and you're. They're industry specific.

And Sandy, one other piece of information that I think will help you with this too. After the website. I've been reading Don Miller's books and so I created a mission statement of Every business deserves technology that is predictable, efficient and safe. And so using that throughout the website might be productive, also.

Predictable, efficient, efficient and safe. And safe statement of every business deserves technology that is predictable, efficient and safe. And so using that throughout the website might be productive, also.

Predictable, efficient, efficient and safe.

And safe, yes. So that's called a controlling idea. And so you want to use that controlling idea throughout your website. Like it should be everywhere. If that's your, if that's your thing. And I don't disagree, it's really good. It needs to be everywhere. So if you are a company, 25 to 100 employees value security.

We'Re a good fit because you deserve technology that's predictable, efficient and safe.

We may want to make that 200 employees or 250. We're starting to get into much bigger clients. We've got one should sign today that has. They started with 150 when we started this, now they have 180 and they expect to get to 300 and we're really good fit for fixing their problems.

Okay, so if you had a company call you that 500, would you take them?

Probably not.

Okay, so I was going to say we don't need to put an upper bound on it, if you would. But if you do, then yeah, we should put the upper bound on it. Eliminate them.

We can always let them go after they. We practically interview the client and see if we're a good fit for them. We've got other people we can send them to. If we're not. Maybe not having that upper bound is a good idea. Because if they have 500 employees, then we can say, I don't know that we are equipped to help you with your needs.

So my question on that then, just from a marketing relationship, marketing side, do you have someone that you could refer them to and does that someone work with smaller companies? Do you have an exchange relationship? So if someone calls them and it's not a good fit because they're too small. They only have 75, which would be a great fit for you and vice versa. And if you don't, I'd go find that person, whoever that is in your area.

So we have that person. For smaller companies in Vancouver. I'm working on it. For Portland, I'm taking the tact of we'll do this for you and I'm not taking the tact of I want you to do this for me. I want them to figure that part out on their own. So these customers are absolutely not a fit for us, the smaller customers, and we need to let them go. And I need to have somebody competent to say, here's a possible msp. There's others out in the world, but here's one we've worked with, maybe over the time they'll give us referrals, but I just, I don't want to. These customers are absolutely not a fit for us, the smaller customers, and we need to let them go. And I need to have somebody competent to say here's ask for it. Because it sounds like a possible msp. There's others out in the world, but here's one. I'm asking them for something and I'm going to give them something in return. I want to give them the customers that we don't want, give the customers a way to move away from us without injuring the relationship. So that's where I've worked with, maybe over the time. They'll give us referrals, but I just, I don't want to out with it at this moment.

Are you open if I present an alternative to that?

Very open about everything?

Yeah, yeah, we're open to whatever you suggest.

We're not going to be those horrible customers where you say, I think you should do this. And we go, we're not doing that.

We might, but we want to, not regularly. If it's not a good fit, then it's not a good fit.

Yeah, well, the words you, the words you used when you were describing that was interesting because you said, I want.

Them to figure, ask for it because it, it sounds like figure it out.

On their own, but they don't. People just think about themselves generally. They, they're not.

I'm asking them for something and I'm going to give them something in return. I want to give them the customers that we don't want. Give the customers a way to move away from us without injuring the relationship. So that's where I, they're never going.

To figure it out. There's nothing wrong with forming strategic relationships. And that's how you just, that's how you approach it. It's just a strategic relationship. There's no. And it's as good for them as good for you. And you guys will figure out pretty quickly if it works for both of you by how the customers you send are treated and give feedback. Because if it's not a good experience, they'll tell you right away. There's nothing wrong with approaching other companies and saying, hey, are you currently working with another provider that does at.

With it at this moment?

Are you open if I present an alternative to that?

Very open about everything?

Yeah, yeah, we're open to whatever you suggest.

We're not going to be those horrible customers where you say, I think you should do this. And we go, we're not doing that.

Larger service at scale than you do because we have clients that we can send your way. Not clients, but we have prospects we can send your way that aren't a good fit. They're too small. And presumably if you're working with this size, you don't work with this size. And we, we, we both succeed. And I do it all the time. Sometimes people are like, no, I'm good. And sometimes they were like, yeah, that sounds amazing. And both answers are okay. And you just work with the people that say, that sounds amazing. Let's do it. Then. The advantage of that might.

But we want.

Not regularly.

If it's not a good fit, then it's not good fit.

But yeah, well, the words you, the words you used when you were describing that was interesting because you said, I want them to figure out is number one, you already know this. People come to you, you're not a good fit. And you don't just leave them. You're like, we're not a good fit, but this guy is a great fit. Figure it out on their own. But they don't. People just think about themselves. Generally. They, they're not. And now they like you. Yeah, they want to do the same thing. Maybe if it's somebody a lot of. I'm assuming people who work with less than 25, they're smaller than you. Some of them are probably newer in the space. And having a strategic partner would benefit them. And you just have to educate them on why it would benefit them the other way, vice versa. I wouldn't. They're never going to figure it out. There's nothing wrong with forming strategic relationships. And that's how you just, that's how you approach it. It's just a strategic relationship. There's no and it's as good for them as good for you. And you guys will figure out pretty quickly if it works for not asking. Because if you don't ask, you're not. It's never going to come right.

So anyway, just something to think about.

Not a big deal. So going through the homepage without even looking at the content, you get the idea of the calls to action.

And I would actually have down here, your testimonials in your business are going to be really important. I would change this so you can see at least three right here.

Because for both of you by how the customer people aren't going to scroll. And if these.

We need to pull that one. Can you go back to that one?

This one?

Oh, no, the one that said John.

Vandergart, you send are treated and give feedback. Because if it's not a good experience, they'll tell you right away. There's nothing wrong with approaching other companies.

And saying that one. Yeah. Okay. John Vanderkins are.

Hey. Are you currently working with another provider that does.

He was the president of Employers Overload. Now he's our VP of operations. I don't know, for the last five years, six years. Okay, we need to pull that one off there.

So this just does. The people will see one. They're not going to stick around. They're going to be scrolling so they'll see one. They're not going to scroll.