Ongoing Services

What to look for from a committed agency

Are you ready to commit to solving your Web site design issues? Ensure that you invest your money and time wisely by considering these concerns:

1. What ongoing services should we consider getting?
Make sure that the discussion between you and your agency reveals why you seek ongoing services, and what kinds. Your service challenges may best be met with an ongoing marketing campaign, or a retained service agreement (RSA) for site updates, or customer support to deal with ad hoc requests and issue resolution. Based on their knowledge of your goals, a good agency will help you decide.

2. How will I know which provider is best for us?
Ask the agency to describe their organization’s service policies and methods. What customer support do they offer? How is work assigned? What departments service current clients? How do they communicate with you? What solutions do they offer to ensure that your site continues to grow smoothly? Your satisfaction with ongoing support is vitally important. In fact, it should be a prerequisite to any project moving forward.

3. How do I make sure that we’re well taken care of?
As in any good relationship, clear communication is crucial – and ongoing service benefits from ongoing communication. It’s important that the agency accurately determines the level of service you’d like, and is able to deliver it to your satisfaction. Make sure that you’re comfortable – not shoehorned into an ill-fitting solution. Know who your main contact is, as well as your project and account managers – your sense of comfort should extend to the agency people with whom you work. Your confidence in them should derive from your knowledge that they have your company’s best interests at heart.