FAQs

Billing

How can we make payment?

We can take payment for project work with bank transfers, debit and credit cards, direct debit. For retainer work we require payment by direct debit.

More information

Contact us for more information here.

Online Accounting & Invoicing Software

After several months testdriving some of the best online accounting and invoicing software solutions available to small businesses, here are some of the best options

Spanning several months of testing and including solutions from KashflowXeroClearbookFreshbooksSiwapp and Invoice bubble. The final conclusion for the Small business (1-10 employees) was:

  • Recommended online invoicing and accounting software: Freeagent made by Edinburgh-based developers.
  • Along with invoices and estimates, FreeAgent can handle timesheets, expenses and if you choose to import and annotate bank statements you can complete your HRMC TAX return and submit it online
  • Update: April 2014 – We are now using Xero for online invoicing and has been working well for us so far – we will keep you updated

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Conversion Rate Optimisation

How does A/B split testing work?

A/B split testing distributes two different versions of your website’s landing pages equally amongst visitors to the site. The different pages may use different images, layouts, colour palettes or words. By monitoring the bounce rate of traffic to these pages we can get an idea of the type of content and presentation that is most effective for your business.

How long does it take to gather the data you need to begin CRO?

That depends on the amount of traffic to your website. Get in touch and we can take a look and give you an idea. In many cases once work begins we’ll have useful data within a few days.

How often should I update my website?

Weekly, or bi-weekly updates are the best way to demonstrate to Google that your business is active and deserving of ranking. If you can’t think of ways to continually update your website with new content we can help you come up with a strategy.

What is a ‘bounce rate’?

The bounce rate of a website refers to the percentage of visitors who visit (or land) on the site then quickly leave the site (or bounce). It is used to give an idea of the quality of the site. Sites that have an easy to understand layout and are simple to navigate tend to have the lowest bounce rates.

Design

Can you adapt my designs for Facebook, Twitter etc.

Of course!

How many rounds of edits will I get?

We’re happy to include two rounds of edits for each design job we take on. Depending on the scale of the project we will try to be as flexible as possible. We want you to love your finished designs as much as we love making them.

I have a design that I like, can you build on it?

Yes absolutely, we’re equally at home developing existing designs as we are working on new ones.

I have no idea where to start with design!

Don’t worry! Our designers love what they do and have created something from nothing many times before.

What formats do you deliver your designs in?

We can deliver designs in any format you wish, including layered files. As standard we will provide high resolution PDF files, JPEGs and, where appropriate, scalable vectors.

Who will own my designs?

The ownership of any logos, flyer designs and graphics will be transferred to you once the project has been paid in full and completed. You may then use them as you wish.

eCommerce

Can I add products to the site myself?

Absolutely, we use content management systems (CMS) to make sure that you’re in control of your shop without needing to be a fully qualified developer. Of course, we’re always happy to help run the site if you need a hand.

How will my site handle shipping?

The default system is either free shipping or flat rate shipping (all products same shipping price), you can also use “class” shipping by specifying prices for different “classes” of goods.

What features can be added to my shop?

We can add a huge range of features to your shop including the following list. If you would like additional features don’t hesitate to ask and we’ll do all we can to accomodate you;.

Features include:
Advanced shipping processor
Advanced payment processing options
Advanced stock and inventory import from .csv functionality
Coupon/voucher system
Wishlist functionality
Customer email newsletters
Advanced stock control/bulk edit stock levels and print stock
Sell recurring memberships to your service/product
Live onscreen currency converter
Commission and affiliate marketing functionality
VAT validation before purchase
Advanced pricing rules/discount and multi buy offers
Personalised/message products – collect information at order
Zooming product photo gallery enhancements
Review a product to receive a discount
Sell products on your Facebook page
Newsletter integration – send and subscription system
Store credit system and gift cards

What payment processing options does your websites support?

This is affected by how your website is built but the most popular platforms we implement are: Paypal, Paypal Pro, Stripe, WorldPay, Sage Pay.

Paypal Standard – Your website comes with a built in Paypal Standard payment processing system, Paypal standard has it’s own commission rates for sellers. This system sends users to enter their card details onto a paypal hosted payments page

Information from the Paypal website (no monthly fees) and transaction charges
Small or new business can use Website Payments Standard. This system takes online payments securely on PayPal checkout pages with no application process or set up fees. It’s easy to integrate – you can start taking payments in minutes
For businesses turning over £50k or more online per year you’ll need Paypal Website Payments Pro. With Website Payments Pro, there’s no need for a separate payment gateway or merchant account, the systems uses 3D secure technology and advanced fraud management filters. There are no set up fees but it requires a short application process. You can customise and brand your checkout experience and you’ll have acecss to dedicated email and phone support. Read more here – external link
Will my eCommerce website support mobile browsers?

Absolutely, with the majority of search traffic now coming from mobile browsers fully compatibility is a top priority for all of our websites.

manufacturing

How is marketing different for manufacturers?

Marketing is different for any business. But our approach for doing marketing for manufacturing is the same as we would do for any sector. To make sure that your marketing gets the best results, it has to be tailored to your business. Depending on what you do, how you do it and what marketing you already do, we will suggest the marketing strategies that will get the most bang for your buck. Ultimately, because we get to grip with the value of what you offer, we can help you communicate that to your customers.

What if I just need one service?

That’s fine! In our experience, marketing works best when all the pieces work together like a well oiled machine. If you already have most of those pieces in place, we can fill in the gap in a way that makes sure it fits in with the rest. Our specialty is in doing marketing the works in the real world, rather than doing work in isolation, this means we’re happy to carry out just the work you need.

Marketing

Does marketing really work?

Absolutely, but we know it’s not always immediately obvious. For all our digital activity we provide third party reports to take any uncertainty out of the equation. Even with physical marketing such as flyers and business cards we have tools which can track progress to show how your budget is used to get results from your campaign.

I’ve never written blogs before, I’m not sure what to do!

Don’t worry, we work with some outstanding copywriters who can come up with fantastic copy for use in content marketing. If you’d rather come up with the content yourself but don’t know where to start we’d be delighted to point you in the right direction and talk you through some examples of good blog content.

I’ve worked with ‘marketing’ companies before and been disappointed

Our minimum retainer period is 3 months, we think by that time you’ll be more than convinced of the value of our work. If, after that time, you decide you would like to move on that’s no problem at all. We won’t wrap you up in legal red tape and make it difficult for you to leave. We do use third party reporting tools to show the progress of your campaign and detail how your budget is being spent. Our friendly team are more than happy to go through these reports with you if you wish.

What is marketing?

A good question to ask; marketing is a very broad term. Broadly speaking, it involved presenting something, a brand, product, individual or business for example, to an audience. Often this audience is either a specific consumer base or the general public. What specifically is involved in each marketing project we take on depends on what it is you’d like us to market and who the target market is. Once we’ve learned a bit about you we can jump into the specifics.

PPC

How do we pay for the ads?

For most platforms, such as Google Adwords, you pay the platform directly for the ads. You give us permission in the platform to act as a manager and we make sure that your ads are full operational and optimised.

How much should I spend on ads?

This is a really good question and one that’s tricky to answer as it will depend on your situation. Sometimes it can be hard to know how much you should spend but ultimately the answer should determined by how much your customers are worth. We can help you collect and analyse the data to show much it costs to acquire each customer, if you know how much you make form each customer then we work out if it’s worth it. Even if you are already making a return on your ad campaign, we can help make further improvements. On large campaigns, even a tiny improvement in CPC or CTR can result in big savings, so get in touch to see what we can do for you.

I’m new to PPC ads, where do I start?

We can help you set up everything from scratch. Firstly, we will help you put together a plan. If you know exactly what products you want to sell, and who you need to target, then we will get you started on the platform that will work best for your goals, this might be Google, Facebook, Bing, Instagram or all of the above. Once these foundations are in place we can write original ads with engaging copy to give your campaign a launchpad. Once it’s up and running we will make ongoing improvements and tweaks to improve the cost and refine the targeting as the campaign continues.

I’ve already got ads, can you make them better?

Of course! We can jump onboard with your existing ad campaign, to make improvements or add more ads. Our experienced team is fantastic at picking up on areas where we can make significant improvements, and our broad range of skills from copy writing and data analysis.

What data do you provide?

We help you collect and analyse all sorts of data, from the cost per click and click through rates of ads to relative keyword volume and other information from outside the platform. We will be on hand to make sense of the KPIs and explain the different between CPC and CTR. We can also provide a simplified dashboard, linking up your Google Ads with the analytics from your website so you get the full picture and see how many clicks become customers.

What do you do to optimise my ads?

Our experienced PPC managers identify any weak links in the chain, be it Click Through Rate, Cost Per Click or other areas. Then they put in place the changes to make it work better. As we collect more and more data, and carry out ongoing split testing, we can continue to make lots of small improvements that add up to big savings.

What is optimisation?

“Optimisation” is the general term for lots of different types of work that make your ads perform better. This means you get more clicks and more sales for less money. This work may involve creating more copy for ads, spending more budget on the ads that are cheapest or highest converting, adding negative keywords to reduce the chance of your ads being shown to someone who won’t be interested in your ad or making improvements to the landing page to increase conversion. Whether you are new to ads, or want to start making more use of a large budget, we can help you optimise and improve.

PR

Can I make up reviews for my business myself?

This is a classic advertising tactic, but could be seen as being a little dishonest. Whilst we wouldn’t encourage you to do it, we can’t stop you. Just bear in mind that if you provide the kind of positive customer experience that leads people to submit genuine positive reviews and feedback you’ll achieve far more steady and reliable long term growth than if you fake it.

How can I trust an agency to speak in the correct tone of voice?

We completely understand the need to protect your brand image, voice and reputation. We would want the same for ourselves. Rest assured that we are a small, passionate team who will take the time to really understand your business and get the tone right.

How quickly will you track reviews and comments about my business?

Our tools run daily scans, these scans will be assembled into reports and delivered to you as often as you like. Most often once a week, or once a fortnight, depending on the level of interaction the business gets. If you would prefer us to respond to customers on your behalf and provide real time support and interaction we certainly can.

Someone is leaving negative comments about my business, what should I do?

First of all don’t panic, it’s not the end of the world. In fact, negative feedback can be far more useful for your business than positive! Negative comments give you a chance to demonstrate your professionalism in dealing with an unhappy customer and your dedication to outstanding customer service. A negative review with a mature and helpful response from a business can do wonders for boosting prospective customer confidence in the business.

SEO

How quickly can I expect SEO results?

Regardless of budget, we normally advise clients it will be between two and three months before they begin to feel the benefit of our SEO work. The work we carry out results in long-lasting SEO benefits, the initial time taken to feel the results reflects the time it takes for Google to recognise and respond to the optimisations we make.

We operate fully ‘white hat’ SEO strategies, meaning all work is carried out in accordance with Google’s guidelines.Whilst some providers may promise quick fixes, the penalties for going against Google’s guidelines are severe and can see a website completely removed from search listings.

Is there a contract?

Yes. We require that you sign up for a minimum of three months for our SEO plans. We have found that proper SEO requires this amount of time for its effects to be felt. Underhanded quick fixes which deceive Google might provide an immediate boost but will damage your visibility in the long run so we always avoid them, be wary of those promising quicker results. We want your business to grow, so we craft stable and reliable strategies for our clients. If you would like to end your contract after three months that’s no problem at all, but we know when you begin to see the results you will be delighted.

Should I buy 1 000 000 links to my website from this bloke I found online?

Please don’t! This is one of the oldest and worst SEO practises around, the links will be virtually worthless and will damage your site’s credibility in Google’s eyes. Our SEO does involve link building, but focusses on high value links from reputable sources. We’ve said it before and we’ll say it again; there are no quick fixes!

What’s the difference between local and national SEO?

There are a lot of different components involved in SEO. Local SEO generally involves a greater focus on accurate local listings in search engines, analysing the strengths and weakness of local competition and optimising your web presence for best performance against them. National strategies can involve a greater amount of content and specifically targeting different areas of your chosen market. These are broad descriptions and can change depending on the project. If you’re unsure which type of SEO you need, ask yourself if your customers primarily come from your local area or further afield.

Why would I need SEO?

With billions of websites online, SEO offers a range of methods of achieving the best visibility possible for your business online. Without any SEO a new or growing business is unlikely to attract a great deal of traffic.

Can you explain to me how to use Facebook?

If you have no idea where to start with Facebook and would like to work with us we’d be happy to provide a crash course to get you used to the service and how it can help your business.

Can you help me with a paid ad campaign on social media?

Absolutely. Whether it’s designing assets, working out the right budget or defining the specific demographics to be targeted we can take care of your campaign and make sure it makes its mark.

Can you register a Twitter/Facebook/YouTube page for me?

Yes absolutely, if you’ve yet to get set up we can help and even decorate your new platform to properly match your wider branding.

How do I get more likes?

If you’d like help growing the likes or interactions on your page let us know. Once we understand a bit more about your business we’ll be able to come up with the best way to get you the results you’re looking for. It could involve sharing specific types of content, interacting with others, or paying Facebook directly for a promotional campaign.

I’d like X number of posts a day

However you would like you channel to run, let us know. We can create multiple posts a day with as little or as much input from you as you would like.

Webdesign

Can I take over maintenance of my website when you are finished?

You are most welcome to, you’ll be given the keys to the castle as soon as we’re done.

Do I own my website once it has been paid for?

Copyrights

First, you guarantee that all elements of text, images or other artwork you provide are either owned by your good selves, or that you’ve got permission to use them. Then, when your final payment has cleared, copyright will be automatically assigned as follows:

  • You will own the visual elements that we create for this project. We’ll give you source files and finished files and you should keep them somewhere safe as we’re not required to keep a copy. You own all elements of text, images and data you provided, unless someone else owns them.
  • We will own the unique combination of these elements that constitutes a complete design and we’ll license that you, exclusively and in perpetuity for this single project only, unless we agree otherwise. We can provide a separate estimate for that.
  • We love to show off our work and share what we’ve learned with other people, so we reserve the right, with your permission, to display and link to your project as part of our portfolio and to write about it on websites, in magazine articles and in books.

 

I already have a website but someone else has control of it, help!

We will always try to help our clients where possible and have dug some of them out of some rather sticky situations with their previous websites. Please bear in mind however that if you have worked with another company for your current or former website they may have various terms and conditions that prevent anyone but you from accessing or controlling it. We’ll do what we can, we should at least be able to point you in the right direction.

I need help with ongoing content for my website

We’re here for you! Our copywriters and content creators will be in a great place to devise a content plan once they’ve finished learning about your business and building elements of your new site. Give us a call to chat about what you need.

My old website has not been updated in a long time, should I delete it?

Don’t delete it! Speak to us first or you might lose the SEO benefits of having had a website at all, even if it might not be a great one there will be some value in it!

Will my website work properly on mobile phones and tablets?

Definitely, this is vital and is a fundamental part of all of our designs.

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