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Support services and Google’s latest update


Nearing the middle of the year, we’re thrilled to share with you the strides we’ve made in enhancing our hosting services and support systems. Whether it’s resolving technical issues swiftly or rolling out new updates, our goal is to ensure you have an exceptional experience with us. Here’s a quick dive into what we’ve accomplished this month and what’s new at FutureLab Digital.

Understanding Our Support Process: Ensuring Timely and Efficient Assistance

Many of our clients often inquire about the speed and efficiency of our support services. In this section, we would like to provide some clarity on this process to help you understand what you can expect when you reach out to us for support.

When you send a ticket to our support team, be assured that we are dedicated to responding as quickly as possible. Typically, our team responds to initial inquiries within a few hours, and we strive to resolve most issues within 24 hours. However, the complexity of some issues may require additional time for a thorough resolution.
 

Below are images showing our response and resolution rates for the month of May

Our May support metrics show our commitment to quick and efficient assistance. On average, we respond to initial inquiries within 151 minutes, resolve first issues in 29 hours, and fully resolve problems in 47.5 hours. We promptly reply to 28% of tickets within the first hour and 21% within 1-8 hours, though 18% of tickets still need improvement in response. We resolve 36% of tickets within 1-7 days and 20% within 0-5 hours. We are dedicated to improving our support services and thank you for your patience.
 

We continuously work to improve our support services. One of our main efforts is prioritising retainer clients, ensuring they receive the quickest possible assistance. While we understand the urgency of many issues, we want to highlight that marking a ticket as “urgent” in the subject line does not change its priority in our system. Instead, all tickets are prioritised based on actual urgency, client’s retainer and finally on a first-in-first-serve basis.

By understanding our support process, you can have confidence in our commitment to providing timely and effective assistance. We appreciate your trust in us and are always here to help you navigate any challenges you may face.


Impact of Google’s March 2024 Search Update on Content Writing

As of April 19th, Google completed the rollout of its search updates which began in March, which aims to improve the quality of search results by prioritising high-quality, original content and reducing spam. This change will significantly affect how we write and optimise content for the web as Google aims to improve the search experience for users instead of content made to just rank high on search engines.

This means writers must now focus more on creating unique, informative, and engaging content as producing low-effort articles will no longer suffice. Incorporating well researched facts, clear and concise language, and engaging storytelling will be key to meeting Google’s new standards. We have already seen an impact of the update on Google Search Console of a couple of websites. So don’t hesitate to get in touch if you need help in regards to your website content.

Additionally, this update will likely penalize content that appears spammy or manipulative. Practices like keyword stuffing, using expired domains, or scaling content without adding real value will result in lower search rankings.

We understand a lot of our clients depend on content to boost site and page rankings and this change presents an opportunity for you to elevate and produce content that not only ranks well but also truly benefits the audience. Embrace this update by focusing on quality, originality, and user satisfaction in every piece you write.

Read more about Google’s update here and feel free to get in touch if you would like to discuss adding more content to your site with our Commercial Director Gregor Jamieson on 0273694312 or via his email at gregor@futurelab.co.nz

Looking Ahead

We are continuously driven by your feedback and are committed to enhancing our services to better meet your needs. We encourage you to share your experiences, suggestions, or any questions you have. Your insights are invaluable as they help us refine our services further.

Thank you for your continued trust in FutureLab Digital. We look forward to supporting your success and ensuring your web presence is powerful and problem-free.

June Newsletter: Support services and latest Google update

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