Onboarding Process

  • Once you have decided to go ahead, we can get started immediately.

No Risk, 21-Day Free Trial

Our 21-day free trial is there for you to properly assess our service. If you’re not happy at the end of it, you can walk away at no cost.

From the first day of the free trial, we want to learn as much as possible about your business and the product(s) that we will be supporting.

How involved you are in this process is totally up to you. If you have a detailed training program that you would like us to follow, we can do that. However, if you prefer a much lighter touch or you just don’t have the time, we will handle the training for you. Our team of dedicated WordPress experts should be able to get up to speed with your products without too much difficulty.

Firstly, we would need access to your products and any documentation that goes with them. We will install and use them until we have a solid understanding of how they work. Since we are dedicated to WordPress, we can quickly get up to speed with even the most complex products.

We will look through previous support tickets to understand the most common issues that your customers face and how to handle them. We will hold training workshops with the team until everyone is clear on the approach. Any necessary documentation will be produced for future reference.

Before responding to live tickets, we will provide practice answers for you to review and make sure you’re happy with our understanding and the quality of our replies.

Once the team are responding to live tickets, then we will start business-as-usual, where quality is closely monitored by our QA team.

No Setup Fees

There are no setup fees. Once the free trial is completed, if you choose to proceed, you will only be charged for the month ahead.

Keep Your Existing Helpdesk

There’s no need to change helpdesk. We’ll work with your existing helpdesk to make things as easy as possible.

Not sure how much support you need?

We can take a look at your historic support volume and the complexity of support being provided and we can offer some guidance. Starting small is always an option, as we can scale up quickly if it turns out to be necessary.