Primarily, excellent customer service. When we set up the company, we knew we had great technical expertise and the principal SEO has years of SEO experience and expertise to draw upon. When researching our target market and competition, it was very clear that there was a huge need for an SEO company that placed customer service excellence at the top of its priorities.
Here are our customer service standards directly from our corporate goals and account procedures.
- Our phone is answered within 3 rings during normal business hours by a staff member.
- We respond to new prospects within 24 hours.
- Detailed proposals are delivered within 3 days of qualifying the lead.
- Work on the project is started within 2 days of signed contract.
- All Optimization is completed within 4 weeks of signed contract.
- Our clients are informed of every single step in our SEO process.
- Our clients are fully informed of our project plan to rank their site.
- No changes are made to our client’s site without their permission.
- Monthly reports and follow up are completed within agreed timescales.
- A client portal on our website is provided for clients to check their most recent reports at any time.
- A web statistics tracking and analytical tool is provided as part of the service. This ensures that our clients can track their SEO's return on investment (ROI).
- Any sites difficult to rank receive constant attention until we reach our client's goals.
- We employ an accounts manager to ensure attention to every detail during the SEO process for our clients.
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