Last week we had planned to go out as part of Freshleaf's 10th birthday celebrations. There was going to be delicious food, silly games, beer and cake - what more could you ask for?
But as it...
This document outlines the Freshleaf commitment to customer service. To ensure we uphold the highest standards of customer service, we will:
At Freshleaf we pride ourselves on availability and responsiveness to client requests. Our office hours are between 9am and 5.30pm Monday to Friday – during which time you will be able to speak to the project manager responsible for your account, or even directly to the developer working on your project. Out of hours support is available via one of our support contracts.
We know it’s frustrating to send an email with a work request and not know if it’s been received or when you can expect the work to be carried out. Therefore we will acknowledge all work requests within a half day. We aim to turn around most maintenance requests within three working days, and for larger requests which need to be scheduled we will respond with realistic timescales which we can stick to.
For each client account we provide a dedicated point of contact - a member of the team who is familiar with your account, your website, what we’re working on for you and what might be upcoming. The project manager will be working closely with a team of designers and developers, many of whom you may speak to during the course of your project and all of whom are thoroughly briefed on your requirements.
We’ll talk to you about your website, your business and your development projects in plain English, not in jargon-laden technical terminology.
Website design & development is what we do – all day, every day. But our clients may or may not have dealt with an agency before, or run web projects before, so part of our role in the process is to lead you through it as much as you need, ensuring you’ve got good visibility on what we’re up to at each stage.
We believe that we cannot best serve your business if we’re kept at an arm’s length from your business. We undertake to put in the time to understand your business and in particular its goals, and what you want to achieve with your web projects, we can make intelligent and well advised recommendations.
You may feel inclined to take recommendations from an agency with a pinch of salt, but we guarantee only to recommend updates or services which we genuinely believe will benefit your business.
Not only will we not recommend things you don’t need, we also won’t be afraid to question your plans for your online business, to provide recommendations and to challenge assumptions – to ensure that we’re not blindly following instructions without giving you the benefit of our expertise.
Our CMS comes with full product support – if you forget how to do anything, or need a quick pointer, we’re available immediately by phone within office hours – no ticketing system required. Additionally, all of our work comes with a 90 day general warranty.
The nature of website development work is that it can be quite open-ended. However we are aware that some businesses need to have fixed price quotes for updates, and accurate quotes will be provided prior to any work being undertaken if required.
We look after your data using industry-standard security measures to safeguard your data from the bad guys.
Because our reputation rests on the quality of our work, we have a quality control procedure in place which checks all of our web projects to the very highest standards. We also proactively seek feedback on completed projects so we can understand what we could have delivered better or done differently to improve each customer experience.
We try to get it right, first time, every time – but if something does go wrong, we provide a clear way for you to get in touch and let us know.
No hard sell. Just a quick, no obligation chat about your business to see how we might be able to help.×