No, not evil. I just want to take better care of you, our client. Over the last few months, Jollity has outgrown my email inbox. I noticed my average turnaround times for requests sometimes getting up to 5-7 days. Our clients deserve better. All of our client communication was silo'd exclusively through me. Sometimes, work would get done but clients wouldn't find out for several days. Yikes. In our world, that's too long. I always vowed to deliver personalized, better service to clients than what I saw in our industry. We differentiate through personalized, marketing-savvy, smart solutions for clients. We're the marketers who code! We think about your business with every request and come up with solutions, alternatives, and consulting advice that will help your company grow and make more money.
We have been testing our new setup in the background for a while, and now we're ready for prime time!
I am committed to maintaining that higher level of service we promise through Jollity's growth. I needed to find a way to achieve 3 important missions:
To accomplish #1, we needed the right people. Lucky us, we already have some. We have added a few more WordPress developers considered to be among the top 2% in the industry worldwide. Yea, they're pretty awesome. To accomplish #2, we needed to take me out of the middle of every conversation. Revolving the business around yourself is a classic founder mistake, and I made it. Funny thing is, the talent has always been far more than me - designers, developers, and marketers have contributed to everything Jollity does for years; they've just been in the background. Well, that's just silly. I picked and vetted the Jollity team because of their top talent AND excellent communication skills, so they should get to talk to our clients too. Now we have a project manager on board helping us, as well as developers who can chime in as needed.
You, the client, fill out the ticketing form on our Client Support page. We put buttons all over our jollity.io website to make sure Client Support is always easy to find. I REALLY wanted to make reaching us quick and easy for you. Here's what I focused on:
See what I did there? ;-). Support tickets can feel less... personal. It feels like you've become an anonymous number in a cog instead of an important client. Or that's how it feels to me when I use tickets. However, ticketing is important for us to approach support as a team (and remember that team is the key to getting back to you consistently faster), so we are personalizing the system as much as we can. Here's how we made our system BETTER THAN ALL THE REST:
This is getting long, and if I still have your attention I'm likely to lose you soon to the next email that pings you or customer awaiting your attention. Our team is here if you have questions or issues while you adjust to the system. And remember, when you need to reach us, just visit our website and click on Client Support, or chat with us. We put that support button all over the place.
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