Essays

The Future of AI Search

byron@oneelevendigital.com (Byron Fanning) — Thu, 24 Jul 2025 17:46:05 GMT

Stay Ahead in AI Search—Automatically

At One Eleven, we don’t just build websites—we build long-term digital success. That means constantly looking ahead, anticipating how technology is changing, and making sure your business stays not only relevant but competitive.

The latest example? A quiet but important upgrade inside BUILD, our powerful, user-friendly CMS platform: automatic support for llms.txt files.

What Is llms.txt—and Why Does It Matter?

AI-driven search tools like ChatGPT, Perplexity, and Google's Search Generative Experience (SGE) are changing how people discover and interact with websites. Rather than relying solely on traditional keyword searches, users are now getting answers through conversational AI models.

Enter llms.txt .

Much like the familiar robots.txt file tells search engine bots what they can and can’t index, llms.tx t guides large language models (LLMs) by defining what parts of your website they’re allowed to access. This improves how AI tools understand and reference your business online—so your content shows up where it matters most.

 What Do You Need to Do? Nothing at All.

Thanks to a recent enhancement, every site powered by BUILD CMS now includes a preconfigured llms.txt file by default. It’s already working in the background on your behalf—no coding, no settings, no action required.

This proactive move means your website is:

Visible to modern AI search tools that millions of users are already relying on
Protected , with clear boundaries for how your content can be used
Future-ready , adapting automatically as search technology evolves

The One Eleven Difference: We Think Ahead for You

You didn’t have to ask for this. You didn’t have to know it was coming. That’s because being your digital partner means doing the research, staying ahead of trends, and making quiet upgrades that benefit your business before they become mainstream.

With BUILD CMS, we don’t just give you a website—we give you peace of mind. Your site is fast, secure, mobile-friendly, SEO-optimized, and now fully prepped for AI-era search discovery.

Let’s Keep Building Smarter

Want to understand more about how AI search is shaping the future—or explore other ways to level up your site? We’re here and ready to help. But as far as this latest innovation goes?

You’re already set.

BUILD smarter. Rank stronger. Grow confidently.

Leveraging the Power of GA4

byron@oneelevendigital.com (Byron Fanning) — Fri, 10 May 2024 11:26:54 GMT

Driving Small Business Growth Through Data Insights

In today's digital age, data is not just a buzzword; it's the fuel that powers business growth. With the introduction of Google Analytics 4 (GA4), small businesses have a golden opportunity to unlock the full potential of their data and propel their growth to new heights. At One Eleven, we believe in the transformative power of data-driven insights, and we're here to show you why investing in GA4 is worth every penny.

Unleashing the Potential: How GA4 Benefits Small Businesses

Deep Understanding of Customer Behavior: GA4 provides small businesses with a 360-degree view of their customers' interactions across multiple touchpoints. From website visits to app engagements, GA4 captures valuable data that sheds light on customer preferences, behaviors, and pain points. This deep understanding enables businesses to tailor their products, services, and marketing strategies to meet customer needs effectively.
Actionable Insights for Informed Decision-Making: With GA4's advanced analytics capabilities, small businesses gain access to actionable insights that drive informed decision-making. Whether it's identifying high-performing marketing channels, optimizing website content, or refining product offerings, GA4 equips businesses with the data-driven intelligence they need to make strategic choices that drive growth.
Enhanced Targeting and Personalization: GA4 enables small businesses to segment their audience based on various criteria, such as demographics, interests, and behavior. This segmentation allows businesses to deliver personalized experiences tailored to each customer segment, increasing engagement, loyalty, and ultimately, conversions. By targeting the right audience with the right message at the right time, businesses can maximize their marketing ROI and drive revenue growth.
Measurable ROI and Performance Tracking: One of the most compelling reasons to invest in GA4 is its ability to track and measure the ROI of marketing efforts with precision. Small businesses can monitor key performance metrics such as conversion rates, customer acquisition costs, and lifetime value, allowing them to assess the effectiveness of their marketing campaigns and optimize their budget allocation accordingly. By focusing resources on strategies that deliver the highest ROI, businesses can drive sustainable growth and maximize profitability.

Unlocking Growth Opportunities

We understand the challenges and opportunities that small businesses face in harnessing the power of data. Our team of experts is dedicated to helping businesses leverage GA4 to its fullest potential, driving growth and success in the digital landscape. Here's how we can help:

Strategic Guidance: We work closely with small businesses to understand their unique goals, challenges, and opportunities. With our strategic guidance, businesses can develop data-driven strategies that align with their objectives and drive tangible results.
Implementation and Optimization: From GA4 setup to ongoing optimization, we handle the technical aspects of analytics implementation, allowing businesses to focus on what they do best. We ensure that businesses are equipped with the tools and insights they need to thrive in today's competitive market.
Continuous Support and Training: Transitioning to GA4 is just the beginning. We provide continuous support and training to empower businesses to make the most of their analytics investment. Whether it's troubleshooting technical issues or interpreting complex data sets, our team is here to help businesses navigate the analytics landscape with confidence.

Investing in GA4 is not just about collecting data; it's about unlocking growth opportunities and driving business success. With its advanced analytics capabilities, GA4 empowers small businesses to gain deep insights into customer behavior, make informed decisions, and drive measurable results. At One Eleven, we're committed to helping businesses harness the power of GA4 to fuel their growth journey. Let us be your partner in unlocking the full potential of data and driving success in the digital age.

Who's the Kid?

thos@oneelevendigital.com (Thomas Conner) — Thu, 11 Jan 2024 19:20:10 GMT

A few folks who have called our office recently have noticed that our auto-attendant sounds like a child. That’s because it is. Most of the comments have been very positive: “I LOVE the voice recording when I call your office!” “Who IS that sweet child whose voice I heard when I called you? She’s AWESOME!” “Can we hire the youngster who recorded your phone greeting?”

Is she real? Yes. Is she for hire? Yes! Just give us a call and we’ll let you know how to do that. We DID get one negative comment: “It sounds like you have a little GIRL answering your phones. I think that’s very unprofessional and it doesn’t make any sense at all.”

First of all, in response to the negative comment: as unprofessional or senseless as you may think we are, our talent is nothing BUT professional. She is a voiceover talent who is available for hire for video narration, animation, auto attendant greetings, and commercials. As her website says, “she's got a voice that can make rainbows jealous and unicorns do a double take!” How could we not hire her? She aced the script right off the bat!

So, why did we choose a young girl for our phone system? First of all, the list of our customers who serve children is one of which we are very proud. Consider these websites as a few good examples of ways in which we help advance the mission of making the world better and safer for children:

mentorakid.org

noahbrave.org

tnhandlewithcare.org

youthencouragement.org

We want to acknowledge the good work of these and other clients who work hard to serve children.

Second, kids are part of our One Eleven staff families. We want the best for them and, frankly, being a kid has been tough these past few years. COVID made life hard enough for everyone but there wasn’t a parent in Nashville who didn’t panic about the welfare of their child when they learned about a deadly school shooting on March 27, 2023.

We know hiring a child to record our phone greeting is a little thing in business but part of our mission is to maintain the human interaction that seems absent with so many other businesses, especially in our industry. Kids are human and humans are what we are about!

So, to honor children and to remind ourselves how important it is that we listen to them, and care for them, we hope that you will enjoy being greeted by Kylie when you call us.

Navigating the Analytics Landscape: Why GA4 Is Your Strategic Move and One Eleven Your Trusted Guide

byron@oneelevendigital.com (Byron Fanning) — Mon, 18 Dec 2023 18:01:41 GMT

In the ever-evolving realm of digital marketing, staying on top of the latest trends is not just an option; it's a necessity. Enter Google Analytics 4 (GA4), the next chapter in the analytics story. At One Eleven, we recognize the significance of this transition, and we're here to be your strategic partner in embracing the power of GA4.

The Analytics Evolution Unveiled: GA4 is more than an update; it's a strategic shift towards a user-centric analytics model. It's like upgrading from a flip phone to a smartphone – a necessary move to keep up with the times. GA4 offers a comprehensive view of user interactions across various platforms, providing insights that were previously hard to come by.

Why GA4 Matters:

User-Centric Focus: GA4 puts the spotlight on your users, offering a more comprehensive understanding of their interactions with your brand. This shift enables businesses to tailor their strategies based on genuine user behavior, resulting in more meaningful and effective campaigns.
Event-Based Tracking: Moving away from session-based tracking, GA4 introduces an event-based model that allows for more granular tracking of user interactions. It's like switching from a snapshot to a full-length movie, capturing every click, scroll, and action for a more nuanced perspective.
Advanced Machine Learning: GA4 incorporates advanced machine learning models, bringing predictive metrics and insights to the forefront. This empowers businesses to anticipate trends, identify opportunities, and make informed decisions with greater accuracy.

Why Choose One Eleven for Your GA4 Transition:

Seasoned Expertise: Our team at One Eleven comprises seasoned professionals well-versed in the intricacies of Google Analytics. We stay ahead of industry changes and best practices, ensuring that you benefit from the latest advancements in analytics.
Tailored Solutions: We understand that each business is unique. Our approach is not one-size-fits-all; we analyze your specific needs and goals to create tailored solutions that align with your business objectives.
Comprehensive Support: Transitioning to GA4 involves more than just technical know-how. It requires a strategic approach and ongoing support. At One Eleven, we offer comprehensive assistance throughout the transition process and beyond, ensuring that you derive maximum value from your analytics investment.

The transition to GA4 is not just a technical update; it's a strategic move toward a more insightful and user-focused analytics approach. At One Eleven, we're not just experts; we're your partners in navigating this transition seamlessly. Let us guide you through the process, ensuring that your business leverages the full potential of GA4 for sustained success in the digital landscape.

They're insured, right? Right!?

thos@oneelevendigital.com (Thomas Conner) — Tue, 12 Dec 2023 00:16:02 GMT

You drop your child off at the daycare center and drive away knowing that she is in good hands with a licensed and insured provider. Your lawyer most likely has professional liability insurance to protect against claims of malpractice. Your realtor can’t help you buy or sell your house without an errors and omissions policy. You wouldn’t hire a contractor to upgrade your kitchen unless they were bonded and insured. So, why would you trust just anyone to handle your website if they are not protected against the MULTITUDE of risks involved in the cyber world?

Back in the 90’s it was okay for your high schooler to build your company website but nowadays, your online presence and those who are responsible for it must be sensitive to the very serious risk that exists. We do not mess around when it comes to the danger, which is why we carry the best protection for ourselves and our customers. When your “marketing person” says, “And I’ll take care of getting you a new website,” you need to start asking questions immediately like, “Exactly WHO is going to do that work? You? If not, are you contracting it so someone? Are you insured? Are THEY insured? Why not? When you say YOU are going to host it, does that mean you run your own hosting business? If not, then where? Are they insured?” Now, more than ever, you need to know where the risks are with your online services. You can’t simply trust someone’s “I’ll take care of it” response any more than you would when someone is standing in front of the daycare center and says, “Hand the kid over to me. I’ll take care of everything,” and then walks away.

Our company, Multiply, LLC, is covered by a comprehensive insurance policy issued by Beazley Group. Our Beazley MediaTech policy is underwritten by Lloyd’s of London and includes the following coverage:

Media, Tech, Data & Network Liability damages and claims expenses related to:

Tech and professional services wrongful act
Tech product wrongful act
Media wrongful act
Data and network wrongful act

Breach Response

Indemnification for actual or reasonably suspected dat or security breaches

Regulatory Defense & Penalties

Coverage for penalties and claims expenses

Payment Card Liabilities & Costs

PC fines, expenses and costs

First Party Data & Network Loss

Business interruption loss
Dependent business interruption loss
Cyber extortion loss
Data recovery costs

eCrime

Fraudulent Instruction
Funds transfer fraud
Telephone fraud

The Why

thos@oneelevendigital.com (Thomas Conner) — Tue, 12 Dec 2023 00:01:24 GMT

The local hardware store. The local cafe. The local barber. The local garage. The local coffee shop. The neighborhood farmer’s market. It reminds us of the phrase, “Think global. Shop local.” It’s a fine phrase but some don’t always understand how to take that message to heart when it comes to web and tech services. Well, we’re to help you understand our message, “Think global. Host local.”

Big tech companies offer tons of tech products and services at low costs so we do understand that our industry is everywhere and it’s easy to “Think global. Shop cheap” when it comes to a website. In some aspects, very large companies have really standardized how internet-based services function. Luckily, our team knows how to leverage the best of the industry to deliver the right solutions and services at a fair prices with a focus on making it easy to get what you need and get help when you need it. We want to give you the best of both worlds - best in class technology with local, no-hassle, human support.

We see a lot of problems when people try to get cheap services from large providers. They make it VERY easy to buy but VERY hard to get help. If you don’t fit into their little box, your cheap service is likely to have a greater cost than you calculated.

Let’s start with customer service- it can be frustrating and difficult. No one from a call center really knows you and if your issue does not fit their script, you’re in for a long journey of despair. How many times did you call the toll free number and follow a mile-long phone tree only to have the system hang up on you…and your problem never even got addressed? Or how many times have you tried to submit your question online and the chat bot gave you 5 options to describe your problem, but none of them were relevant? That’s how it works…or doesn’t.

We do these things- answer the phone or call you back if you leave a message. We can log calls so that we know who calls and when. We use a ticketing system (big tech for a good cause) so that we can document your issue, assign it to other colleagues as needed and keep a record so we can refer back to it in the future. It is unlikely that we will ask you to repeat the last 4 digits of your social security number, service address, name of favorite elementary school teacher, date of last tattoo, or date of last booster shot. Customer service should be about, well, customer service. It may seem like a novelty that you can have a pleasant experience getting help. It’s all about “Think global. Host local.” We want you help you be at your best online and we want to be neighborly about how we do that.

Another difference in our approach may surprise you and that is the wide range of things that we provide and do for our customers.

Perhaps this is your situation: Your domain is registered with GoDaddy. Your email is through Google. You had a website with GoDaddy but your digital marketing contractor suggested that she build a new site for you at SquareSpace. You had to make some DNS changes, whatever that is, and that was either with GoDaddy but it may have been with CloudFlare because your IT service provider suggested it. Your digital marketing contractor is supposed to do your social media and blogs but she can’t get you to provide any new content and none of the passwords that you sent her worked when she tried to access your account so the retainer you pay might get you a Twitter post or two but it really didn’t do much because you don’t even do Twitter anymore. But then it doesn’t matter because the digital marketer took a new job and no longer does independent contracting. She got a better gig. Your lawyer does not typically handle privacy policy law but suggested that it might be $5,000 to review and draft a policy but he really needs to know what you want it to say.

Let’s review. How can WE help you? Maybe this will help.

We can handle…

Domain registrations (we can also help wrangle them from other registrants)
DNS (it stands for domain name service and it’s like playing traffic cop for your domain name- we direct the website and email traffic so it goes to the right places)
Email
Web hosting
Website building/editing software
eCommerce - sell things, sell memberships, get donations
Apps to do cool tings and enhance your site - get appointments, integrate with social media, create an events calendar, offer multiple translations, get metrics on your site and visitors
Legal and compliance - Privacy policy and ADA compliance tools
Site edits
Digital marketing - legitimate, focused, and based on your needs

Think about it - one place to get help, get answers, get updates, get technical support, get compliant…and get on with what you really need to be doing. Our goal is to know you, anticipate your needs, quickly handle matters, document everything, and help you think about other things.

Best Practices in BUILD

alex@oneelevendigital.com (Alex Mojaverian) — Sat, 09 Dec 2023 19:57:00 GMT

Hi, I’m Alex and I oversee our client experience at One Eleven. No matter what you’re looking for when you reach out to us, there’s a good chance I’m going to be involved. My goal is to help you become successful with our solutions and services and, for us, that depends on a relationship of respect, empathy, and empowerment.

So, let’s discuss empowerment when it comes to BUILD. First of all, you’ve already subscribed to one best practice- you chose BUILD to be your website builder/editor. Congratulations! You’ve probably saved time and money and can now easily find the page that you want to work on and, in the time that it has taken to finish your first cup of coffee, update your site!

So, besides knowing your way around the BUILD site editor, what are some other best practices you should consider? Here are just a few but if you want dig deeper and really learn the ins and outs of our BUILD features, we have plenty of resources available here .

SEO - Search engine optimization (SEO) is the process of improving the visibility of a website or a web page in a search engine's un-paid search results. Sometimes this is called "natural" or "organic" traffic. The better your site's SEO, the more likely it is to rank well in search results. To edit your site’s SEO, in the side panel, click Settings, and then click SEO. To learn more, go here .

Site Theme - The Site Theme panel lets you make changes that affect your entire site. You can customize your site's text, buttons, images, background, and navigation widgets from the design panel. This allows you to quickly and efficiently make sweeping visual changes, reducing design time and keeping your site's style consistent across pages. To open the Site Theme panel, in the side panel, click Theme. To learn more, go here .

Widgets - Widgets are tools than enable all kinds of functionality to your site. They are very easy to use once you get the website editor basics down. Very basic widgets enable you to drop in and edit text on your pages, add a button that will link somewhere else, set up an image or even a gallery, upload a file (like an audio clip or a PDF), or even display social media feeds. So, a best practice is to start thinking “widgets” when you want to make something happen on your website. To learn more about widgets go here .

Privacy Policy - Nowadays, it isn’t just best practice to have a privacy policy. It’s essential. The bottom line is, whether you really think about it or not, publishing a website, or even using email, pretty much puts you in the business of collecting personal information from other people. While there is no federal law that dictates privacy policy, state laws are popping up everywhere and you’re probably emailing people out of state and your website is certainly viewable on the WORLD wide web. With the help of the Privacy Settings page, you can ensure that your users are well-informed about the type of data and cookies information collected when they visit your page. The main tools you can enable in Privacy Settings are the privacy page and cookie notification. To add or update the privacy page on your site, in the left panel, click Settings, and then click Privacy Settings. To learn more, go here .

Speaking of privacy policy, we also offer an add-on service from Termageddon that you can access directly through your BUILD site editor. To learn more about Termageddon, go here.

As always, if you want to know more, check out our help resources, visit our support portal , send us an email or set up an online appointment ...and in case you didn't notice, the big red button called "Client Hub" is a great place to go for just about everything. Thanks for being part of the One Eleven community!

Convert Your Existing Site to BUILD

thos@oneelevendigital.com (Thomas Conner) — Mon, 04 Dec 2023 23:52:24 GMT

There are various reasons to migrate a website:

Outdated website building platform (Just look at our own Sitemason and Build111/Church111. They don't always last forever!
Your websites are not responsive (yes, there is such a thing)
Wanting to update site design or structure
Wanting to achieve optimal performance

But let's make it a little simpler- if your current site is 5 to 7 years old, it's time for a new site. What version iPhone were you using 7 years ago.?Websites are no different. They simply lose their effectiveness and are no longer compatible with browsers or browsing habits for that matter.

Convert or just start over? The most common refrain that we hear from existing customers who had a site built within, let's say, the past decade (we have some whose sites are even older!) is "Our current site is working just fine for us." Okay, but is it working for anyone else? Is that the reason you built a site? So, let's just take the "we're just fine, thanks..." approach and take you for your word. Conversion it is. Let's hit the main points to address what a conversion looks like on our end. We would:

Look at all of the content of your old site and estimate how much content there is, assuming you want it all and like how it is organized
Estimate how much time it would take to copy over the current content. Sometimes, we can use a handy software program to automate it but old website builders (like our own Build111) could be problematic so we just have to determine the fastest and most effective way, the least effective being the old-fashioned "copy and paste" approach.
Show off some BUILD designs on some sample sites and hep you choose the one that would best accommodate the layout and presentation of your content
Customize the design with your colors, logos, etc. All of our template designs are developed to show off a fully functioning site for some purpose (like a lawncare business , a school, a law firm, a barber shop, a pet store, a nonprofit, a musician but we can customize anything for any industry regardless of what it started out as. For example, our friend Dick Downey offers a subscription-based service offering tips on the Triple Crown horse races (check it out at thedowneyprofile.com ) but would you believe the original design started out as an ice cream store ? Could you tell?
Finishing touches may be connecting a form to collect data, adding the Termageddon privacy policy and a UserWay accessibility service, using the BUILD tools for SEO.

Projects like this can be relatively fast and cheap and we submit that our approach really gives you the best of all worlds. Let's say you KNOW that your current site has got to be replaced. You do a Google search for "cheap websites" and you find plenty of seriously cheap website builder recommendations like Squarespace, Wix, Weebly, and GoDaddy. You probably remember that within the past year or so, you talked to a local web design firm and they immediately quoted a $5,000 price tag to build a new WordPress site for you. That seemed WAY too high so the whole idea of paying $11/month (but you really have to pay it annually so $132/year) and just doing it yourself is music to your ears, until....you're on your own. You've looked at the simple "how-to" videos over and over and you're stuck. You've spent 7 hours and your new "page" still doesn't look right. You've lost an entire day of productivity and can't get anyone to help you...and what should you REALLY expect for $132/year? You went CHEAP! So, you log out, close your laptop, walk away and say to yourself, "I'll tackle this another day." And that's where you are, but GoDaddy seriously appreciates your $132.

At One Eleven, we want to save you the frustration and exasperation of suddenly being your own webmaster with no reliable support or help when you need it.. but we also want to spare you of the cost, risk, mystery (did the developer tell you where the site is hosted or did they tell you that THEY host it? Here's some news- they don't host it.) and ongoing maintenance challenges of a custom WordPress site. Frequently, the time savings and ease of management make our BUILD solution the best value. And with an essay on conversion, we can only hope that this will convert you to being a fan of BUILD. See what we did there?

Who Needs BUILD?

thos@oneelevendigital.com (Thomas Conner) — Mon, 04 Dec 2023 22:01:52 GMT

Because it is versatile, feature-rich, easy-to-use, affordable and includes beautiful design options, and specialized add-ons, BUILD serves a VERY broad audience- churches, non-profits, associations, clubs, small businesses, boutique professional firms, service businesses, manufacturers, retailers, artists, musicians, craftspeople, schools…honestly, for the product, support, and cost, it is very hard to find anyone who CAN’T use BUILD.

Because of our nearly 30 years of experience in the website development and hosting industry, we took a discerning approach to the market in order to find the right fit for our clients who trust us to do this very thing. The versatility of BUILD was essential. We needed a platform that offered a lot of options to cover: a loaded blog feature; easily deployed tools for accessibility and compliance; SEO features; store and commerce options; membership/password protection add-ons; online courses…the list just keeps growing.

Your Essential Companions

thos@oneelevendigital.com (Thomas Conner) — Mon, 04 Dec 2023 19:21:00 GMT

Essential companions- sort of sounds like you’re adopting us as the family dog, doesn’t it? Well, first of all, we would never try to replace your pet but, then again, we won’t eat your slippers or beg for table scraps either.

What we’re talking about when we call ourselves essential companions is being there for you no matter what you need. The internet world has changed over the past 28 years that we have been in the business. At first, everything was complicated, unreliable, and frustratingly challenging to maintain. Over time, technology has improved drastically, so drastically that what once took a coder to create something on a website is nothing more than a simple drag and drop task nowadays.

There are tons of examples of how your digital journey as a small organization has become easier over the past couple of decades. So why do you need us as your companion? Firs of all, when you DO need help, we’re actually….helpful and we try to make it easy to get that help…from US! You won’t be calling a call center in another time zone. You won’t be getting “escalated” to another call center that has to schedule a visit between the hours of 8AM and 2pm on Wednesday. We are consultative so even if YOU can’t identify your problem, we will take the time to get to the core need.

So, what does a consultative approach look like? We want to understand your goals and any obstacles in the way. That means we can make recommendations for services or solutions that WE have refined over time to meet a wide spectrum of needs. It may ALSO, at times, involve us recommending a specialist or introducing you to a different approach to consider how to achieve something. We have a wealth of knowledge and lots of folks in our network who can help you along the journey.

I once took a call from a customer who complained that our BUILD solution was too expensive and that he could get what he needed for half the price with GoDaddy. I responded, “I completely understand. I assume you stay at the cheapest possible motel because it’s just as good and as safe as the more expensive hotel. I also assume you chose your child’s daycare in the same way and for the same reasons.”

“Oh no, I just don’t need to pay as much for our website,” he said.

For about $240/year or 66 cents a day, the customer was willing to put his small business website in the hands of a global company that prided itself on tricking people into watching Danica Patrick take a shower during a Super Bowl. GoDaddy personnel would never know him (or even talk him more than once), whom his company serves, how to establish the right local marketing solution, or, for that matter, who the best small IT/computer freelancer is in Nashville that would be willing to go to his house because he couldn’t get his wifi router to connect to his new computer. I wished him well.

A few days later, he called back and apologized. “You know, you’re 100% right. I actually did try to sign up for a new account with GoDaddy and immediately got bombarded with all kinds of confusing deals that they were trying to ram down my throat. I got so turned around about what I actually needed but the only way that I could get through to someone was through the online chat. I fiddled with the chatbot for about 5 minutes and decided, ‘this isn’t worth the trouble. I need to go to people that know me and whom I trust.’ I’m sorry I even thought about leaving you for a cheaper deal.”

I assured our client that it was okay and that we’re glad he felt the difference right away. Some people get a lot deeper into the mess before they throw their hands up and need a way out. It’s why “Essential Companions For Your Digital Journey” isn’t something we came up with as a trendy slogan. It’s foundational for us. Most journeys are not short and unless you’re prepared and equipped to make the trip alone for the long haul, you will want supportive, trustworthy companions who are going to share the journey in good ways with you. We’ve been companions to some of our clients for nearly three decades. We feel pretty essential to them and want to be the same for you.

Our Customer Care Philosphy

Fri, 11 Aug 2023 13:02:38 GMT

You should notice it as soon as you see our home page- it’s that red button on the top right that says “Client Hub.” That’s actually rare. It’s as if our industry intentionally wants to frustrate its customers. How often do you go to your provider’s website, only to discover that you’re going in circles trying to get the help you need for support? And don’t even try to call, assuming you can find the right number. It seems like it’s easy to sign up but nearly impossible to get help or cancel once you have given up.

Our philosophy is simple- know the client. Seriously, we’re a small company so we try to know you. It’s like walking into the LOCAL hardware store, eating at your favorite LOCAL diner, buying your groceries from the LOCAL market. Do ANY of those establishments intentionally try to make it hard for you to get what you need? Of course not. They smile, wave you in, maybe even get you what you need because they already know what you’re about to order. Remember that TV series with the theme song, “Where Everybody Knows Your Name?” That’s us. We’re not selling milkshakes, freshly grown tomatoes, or the wing nut for your mower. But why should we treat you any differently? That’s our philosophy. For our current customers, we want to get you to what you need as soon as you step into our space, whether its the log in page for BUILD, our support ticketing system, the place to update your payment information, or your webmail homepage.

Our competitors seem most interested in catering to POTENTIAL customers by highlighting the “SIGN UP NOW!” messaging. Yes, we want new customers too but we want to take the very best care of our current clients. It shows. Some of us go all the way back to 1995! Yeah, we know, that’s a customer relationship that’s old enough to have kids in grade school!

But don’t get me wrong. Even if our customer care values seem old-fashioned (we call them timelessly appropriate), HOW we take care of you is quite technically sophisticated. When you need something, it gets logged in our Zendesk ticketing system so the right person can keep up with you and we can refer to in the future if needed. If you need to update a payment, you can do it using our online portal. We keep up with our interactions so that we can be better and better.

So, don’t be surprised if you hear it from us often- “THANK YOU” for being our customer, entrusting us with your digital services, and believing in us. It may not surprise you that most of our new customers come to us by referral from existing customers. That’s the best way to grow isn’t it? And if you happen to be one of those folks referred to us, we hope that you feel completely welcome to call us or to use our website to get more information and we also hope that you will immediately see what it feels like to be a cherished client. We look forward to getting to know you.