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HELP center

Client Support

We're here to help! Please take a moment to review our support center. This is your area to submit help tickets for your website, get in touch with our Client Success team, or stay up to date on FAQ's. We will keep this as updated as possible, so keep checking back if you have any questions. Let us know if there is anything at all we can do for you. We appreciate you being a part of the Responsival Family!

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What Is the Client Success Team?
Contacting Us
How to Submit a Request
Request Details
Request Discovery
Request Priority
Pricing Big Updates
Providing Files and Content
Response Time
Giving Feedback
Making Decisions
Paying an Invoice
Set Up Autopay
Editor Access
Using the Editor
Updating CMS Collections
CMS Tips
Form Submission Recipients
Monthly Reports
Recs + Additional Reporting
Responsival’s Capabilities
Updating Your Site
Important Things to Look For
Keeping Us Updated
New Logins
New Primary Contact
Relationship Dynamic
Redesigning Your Site
Refreshing Your Site
Ending Your Contract
Account Management
Response Time
Weekly Meetings
Communication

Who we are

What is the client success team?

Responsival’s Client Success Team is your go-to source for help once your site has launched. You will be assigned a Client Success Manager that will be your primary point of contact for any questions or updates you may have. They will work alongside the design, development, and copy teams to ensure that what you need is completed correctly and efficiently. 

Their goals are both to keep your site top-notch, no matter how long it has been since it was built, and also to make sure it is still efficiently serving you and your customers. Don’t be afraid to periodically reach out to them to ask if they have recommendations on how to keep your site competitive.

Contacting Us

The best way to reach your Client Success Manager is to email our shared account, success@responsival.com. We manage all client communication through this inbox because it helps us ensure there are no gaps in your service if your Client Success Manager is out for any reason. It also allows us to keep a detailed record of how we’ve helped you in order to better assist you over time. 

We ask that you please only reach out to your Client Success Manager — if you need to get in touch with anyone else from our team, they will make sure that happens!

Requests + Feedback

How to Submit a Request

We have an online ticketing system that helps streamline the process of asking for updates, additions, or any other kind of site changes. When you submit a ticket, it immediately alerts your Client Success Manager and is faster than emailing or calling us. Don’t worry, though — it’s still getting you directly in touch with your Client Success Manager who will see your request through.

To submit a request, click the yellow “Support” button at the bottom of our homepage or visit responsival.com/help. It wouldn’t hurt to bookmark the page so you have it on hand!

Request Details

Please review the information you’re sending us to make sure it is complete, accurate, and free of any errors. Please make sure you are sending files the way you want them displayed on the site. This allows our team to avoid extra rounds of revisions that could hurt your timeline and prevent inaccurate information from being posted on your site. Please note that code should be sent as an attachment rather than pasting it directly into the form.

Request Discovery

Please review the information you’re sending us to make sure it is complete, accurate, and free of any errors. Please make sure you are sending files the way you want them displayed on the site. This allows our team to avoid extra rounds of revisions that could hurt your timeline and prevents inaccurate information from being posted on your site.

Request Priority

Each request is unique and will take more or less time depending on the complexity or amount of work. It also depends on how many other requests we have coming in — and sometimes things get really busy!

To better serve you and our other clients, we have a field on our service ticket form asking you when the request needs to be completed. This helps us prioritize urgent work. If something is going to take longer or if you select “mini project”, we will be in touch to let you know when things will be completed. 

Note: Out of respect for our team and the rest of our Responsival Family, please only use the urgent option when something is truly urgent so our team can focus on requests that are extremely time-sensitive (e.g. anything that directly impacts your business). We know you want all requests to be addressed quickly, and we will work to make sure every request is completed as efficiently as possible.

Pricing Big Updates

Good news! Your monthly plan covers a lot of the updates you’ll need if you’re on our Basic Plan! Take a moment to celebrate your smart investment there.

What your monthly plan doesn’t cover are big updates, redesigns, and new pages. (This is why we talk about CMS collections so much — they can help save you a lot of money down the line). What is a big update? To put it simply, a big update is anything that takes more than 15-30 minutes to complete and involves a new creation that requires strategic planning. 

If you have a big update request, submit your ticket like you normally would through our support page. Someone from our team will reach out to scope the project and give you a quote. We’ll ask for details that will help us understand exactly what you need, so please be prepared with as much relevant information as possible! We aim to give you an accurate quote based on your request, so the more details — the better. Updating your request after the project starts could impact what you ultimately pay, and we don’t want to charge you more than we first quoted.Your quote will be based both on the type of update you’re asking for and how long it will take to complete. We like to get these quotes to you as quickly as possible, but since we need to schedule a call with you, it might be a day or two after you submit your request. We will get to work once you approve the quote, so please allow for a few extra days on these projects when you’re planning them.

Providing Files and Content

For some updates, you may need to send us files to get the job done. Any time text is involved — whether it’s code or a blog you want us to post — please send it in a Word document or Google Doc so we can easily transfer the information. Code sent as part of the request details will not transfer over when you submit the form, so this is critical for code-based requests. If you need to send a lot of files, please send a zipped file or a link to a folder with the files using a file hosting service (e.g. Google Drive). File names may not carry over when you submit the form, so please be as specific as possible with your instructions if you have multiple files so we can ensure accuracy.

Response Time

Please note that our business hours are Monday through Friday 8-6. We do not work on weekends unless a very urgent situation arises (e.g. responding to a crisis or emergency event). We will respond to your ticket within 24-48 hours of receipt. Tickets submitted through the support page are added directly to our system, allowing a faster response time than those emailed to a Responsival team member. Tickets submitted after 1pm on Thursday may not be addressed until Monday. If you feel you may need to make updates faster than that, please contact success@responsival.com to discuss giving yourself Editor access to your site, which is included in your plan!

Giving Feedback

When we are working on updates for you, we will send you a preview link to review the changes before publishing so you can provide feedback on our work. This is a chance for us to have a meaningful discussion about what you do and don’t like, so please be as specific as possible when explaining what you would like to change. Some like to send screenshots where they circle what needs to be changed, while others like to send samples of what they want the update to look like. Giving specific feedback helps us help you!

Making Decisions

For some updates, you may have to make a decision on how you would like your task to be completed. Responsival is always happy to provide their expert opinion on what the best option is, but ultimately, it is up to you. We understand and respect that sometimes, what we view as the best choice is perhaps too expensive or too involved for some clients. However, if you do choose another solution, it may not be as functional or long lasting as the best solution, and may actually cost you more down the road. Sometimes, paying more upfront actually saves you more as time goes on.

Paying Invoices

Paying an Invoice

You can pay an invoice online using with us via several methods:

First
, if you received an email with your invoice number and balance, you can click "Pay now" in the invoice email. You'll be brought to a secure checkout page where you can pay via credit, debit, or ACH. 

Second, if you prefer to pay via check, you can send a check to our mailing address at 1750 Highway 160 West, Suite 101, #181, Fort Mill, SC 29708-0008

Finally, we do accept Wire Transfers. If you prefer this method, please contact finance@responsival.com and arrangements can be made.

Setup Autopay - Create An Online Account

Would you like to set up an online account with us to track your historical transactions, download PDFs of invoices, change payment methods, and set up autopay? At the bottom of every invoice email, you'll find a "Registration" link where you can click to register for an account. Our payment portal is secure and your information will be protected.

If you are having any trouble or can't find the link to setup an online account, please email success@responsival.com or your Client Success Manager.

The Webflow Editor

Editor Access

Want to make certain updates on your own? Editor access can help you do that! 

Every Webflow site can have up to 3 editors added for free. Many of our clients add a shared team account so whoever needs to make the update can easily do so.

Editor lets you update what you need to without changing important design features. You can change text, add a blog post, change photos, and more. This is perfect for clients who have urgent or frequent small updates. Want to add editor access for your site? Fill out a service ticket form and we can add it for you — just let us know which email address you want to use!

Do you need more than 3 editors? Ask your Client Success Manager about how you can upgrade your Webflow hosting plan!

Using the Editor

So you have editor access — what now? You’ll definitely want to watch this Webflow tutorial on how to use it!

Updating CMS Collections

We use CMS collections on many of our sites. They are used to organize and maintain groups of content. Your site might have collections for staff, products, news, job postings, or services. Many clients have one to manage their blog. 

To make an update to a CMS collection, open the Webflow Editor. Click on the collections tab on the bottom menu and select the collection you need to update. To edit an existing item, click on the title of the item and it will open the form for you. If you need to add an item, click the green button at the top right.

Keep in mind a few important items your form may have:

  • Order - make sure that all new and existing items in your collection are numbered in the order in which you want them to appear. Make sure you update existing items when you add something new!
  • Tags - please make sure you are filling out all tag related sections on your form. This may impact if/how an item appears on your site.
  • Switches/Buttons - If your form has a field with an on/off switch, be sure to click it if appropriate. If your switch is for featured content or something that should apply to only 1 item, be sure to update the existing item if you’re making something new.
  • Information - Don’t have all of the information you need to fill out the form? That’s okay. You can update it at any time! But keep in mind, the information you enter later may impact how the item appears on your site, so it’s best to fill out as many fields as possible.

More of a visual learner? Check out our video tutorial.

CMS Tips
  • When linking to a page on your website, always use the page link button instead of the external link button. Instead of asking for a page’s URL, it will ask you to select the page directly from a list.
  • External links should always open in a new tab.
  • Adding photos and videos to blogs is highly recommended. Click on the “+” icon in the main content section to do this.
  • Fill out as many fields as you can.
  • To schedule a post, save the entry as a draft, reopen it, and then hit the schedule button

If you need to get rid of an entry (e.g. someone leaves the company, a service is no longer offered), click on the entry, scroll to the bottom, and click archive.

Adjusting Forms

Form Submission Recipients

Do you need to adjust who receives form submissions from your website? To do this, you’ll need to:

You can use this same process to remove an email as well. 

IMPORTANT NOTE: Please do not unsubscribe from your submissions if you are receiving spam forms. Instead, please let us know about the issue and we can add a CAPTCHA feature to your forms — this is free and should address the issue!

Monthly Reporting

Monthly Reports

Depending on the plan you have with us, you may get monthly reports from us about your website. Awesome move being invested in your company’s growth!

If these aren’t included, you can always update your plan or simply buy a report whenever you feel a need for some fresh data.

But what is this report? In short, it’s an automatic, monthly document that helps you keep track of how your website is doing and how your customers interact with it. We organize it into an easily digestible format with charts and other explanations of the data we’re reporting. There’s even a word cloud — and who doesn’t love a word cloud?

Why is it important? This information can help you make sure your site is the best it can be. Maybe you notice that most of your users are coming from Idaho. That’s not what you expected at all! Armed with this information, you can decide whether you want to update your site to really appeal to those Idahoans or make adjustments to reach people in a different area.

We like to say that a site is never truly done because the internet is always changing. These reports will help you see how these developments impact your site and what you can do to stay competitive in a changing landscape.

If something on your report inspires you to make an update or ask a question, please fill out a service ticket and we’ll make it happen!

Recommendations and Additional Reporting

So now that you have your report, what do you do? If you aren’t sure what your next step should be, you are welcome to schedule a meeting with us and receive recommendations from one of our team members. They will look at the data with you and use it to give you actionable options for how to improve your site.

We can do this for you periodically for free, but you can also add regular calls to your monthly plan! This is great if you anticipate large, continuous changes to your site. Feel free to reach out to our team to learn more!

Feel like you need additional reporting like keyword audits or competitive analysis? We can do that, too!

Adding Services

Responsival’s Capabilities

Whatever it is, let’s do it. We are constantly expanding our capabilities, and we love a challenge. If you want something for your website, don’t be afraid to ask. Whether it’s custom code or just a really clever work around, we’ll make it happen. Need a super-functional popup? We can do that. Need a fancy high-tech form? Got it. Need us to get you started in e-commerce? No sweat. We do more than just build sites, we build solutions.

Looking to improve your digital marketing beyond your website? We do that, too! When you get us working on your website, social media, content marketing, and ads all at the same time, you have a fully integrated, success-building machine on your side. 

Why does that matter? Well, it basically makes us a data collecting, idea-having, action-driven powerhouse. Adding digital marketing options to your plan gives us the tools and access we need to implement strategies that will take your business to the next level. Doing your digital marketing through Responsival streamlines all of your online efforts and makes your online presence as strong as possible.

To discuss adding services to your plan, please send us an email and someone will be in touch to discuss what will be best for your company.

When to Reach Out

Updating Your Site

Updating your site periodically is key to making sure it is the best it can be. Even if the site is working just fine, checking in with us now and again to see if there are any ways we can optimize or update your site is critical. You can also talk about this with us on our monthly check-in calls with you!

The internet is always changing, and so are the tools and techniques that we use. We might have a better way of doing something now than we did when we built your site — or we might have a cool new solution we can incorporate. This will make sure your site is not only up-to-date in terms of technology, but is also meeting the current needs of your business.

Remember: A website is never truly finished.

Important Things to Look For

Even if we don’t need to make adjustments, it’s good to take a look at your website every few months to make sure the information is up-to-date. Are all of the people on the staff page still working there? Do they need new photos? Are there links that don’t work? Have you changed the price of a product? Did you get a new phone number? Making sure the information on your website is current and accurate is essential.

Keeping Us Updated

Businesses are always evolving, and we’re here to help you through that. Any time there is a significant change to your business, please reach out to see if there is anything we need to change on your site. Remember: business changes can impact the goal of your website, who you want to reach, and the information your customers need.

Please be sure your contact information with us is up-to-date at all times. Having outdated information on file could impact our ability to serve you.

New Logins

Information that you periodically change may be critical to us being able to serve your needs. For example, when you update passwords for logins relevant to your site (e.g. your registrar), please let us know so we can update our record. Having outdated information on file can cause delays on time-sensitive updates.

New Primary Contact

If you are changing who will be your primary contact with us, please update us as soon as possible so we can introduce ourselves, add their information to our log, and share anything they may need to know. This is especially important for billing purposes or if you receive monthly reports.

Relationship Dynamic

If your site needs an update or if you’re concerned that something on your site is out of date, please contact us. We do not make updates unless they are requested by the client. This is why we will call you periodically throughout the year to see if there is anything you need and give you a chance to ask questions. We are happy to brainstorm solutions with you, but the expectation is that you will reach out to us to initiate. Our monthly calls are a great opportunity to get to know you, but please don’t wait for the call to chat if you need something — we are always here for you.

Redesigns

Redesigning Your Site

It is important to keep in mind that, the longer it has been since your site was built, the more likely it is that you could benefit from a redesign. With how quickly the internet is changing and growing, it is often cheaper to do a redesign than to try to work with the existing site. No matter how well a site is designed the first time, within a few years it will need an overhaul to keep up with trends. Periodically redesigning your site keeps your business competitive and current.

You also may want to consider a redesign if there has been a major change to your company such as a change in branding or in the products/services that you offer. We’ll work together to make sure your site is in line with the current state of your company.

Refreshes

Refreshing Your Site

A site refresh is the baby sister of a redesign. Rather than a complete reimagining of the site, a refresh will allow you to make some key improvements to the site without feeling like you’re reinventing the wheel. A redesign is plastic surgery whereas a refresh is a facial — it will give you an opportunity to target specific concerns you have and improve them without impacting the overall structure of the site. 

So what is a refresh? It’s a package of 5 hours of priority design, development, and strategy sold at a discounted rate of $500. You and your Client Success Manager can make a plan for how to achieve your goals and make a big impact with the allotted hours. 

Why would you need a refresh? They’re great for businesses that have added new services, rebranded, want to use analytics data to improve the customer journey, or who just feel it’s time for something new. It’s a great mid-point step between your initial site build and a redesign to make sure your site stays fresh. Though you will still most likely need a site redesign at some point down the road, a refresh will help you get things closer to where you want them and potentially reduce future costs.

Terminating a Contract

Ending Your Contract

Not to be a downer, but there may come a day when you need to end your contract with us. No matter the reason, we are happy to help you through the process so all loose ends are properly tied up. 

If you need to end or adjust your contract with us for any reason, please contact your Client Success Manager as soon as possible to discuss next steps. 

This includes if you decide to have your site redesigned with another company. If this happens, you need to reach out to us so we can end your billing, make sure your domain is ready to be passed off to them, and get any files that they may need. If you don’t reach out to us, we will not know that you need to end your billing and you will continue to be charged — nobody wants that!

Some things to consider if you need to end your services with us include: 

  • How long does the site need to stay up?
  • Do we need to make an announcement on the website (for company closures)
  • Are there any other changes we need to make to the site to reflect this closure/transition (e.g. no more gift card sales)
  • Do we need any files from the site?
  • Do we need any login information from Responsival?
  • What timeline do we need to follow to make sure the website doesn’t go down as we transfer site ownership?

While we’ll be sad to see you go, we’re here to help you with the transition. Keeping open communication with us through this process will make it as smooth as possible.



Enterprise Support

Account Management

As an Enterprise Support client, you will be assigned a dedicated Account Manager to oversee all aspects of your account. They will serve as your primary point of contact on all communication throughout the workflows.

Response Time

Please note that our business hours are Monday through Friday 8-6. We do not work on weekends unless a very urgent situation arises (e.g. responding to a crisis or emergency event). We will respond to your ticket within 24-48 hours of receipt

Tickets submitted through the enterprisehelp@responsival.com email are added directly to our system, allowing a faster response time than those emailed to a Responsival team member. Tickets submitted after 1pm on Thursday may not be addressed until Monday.

Weekly Meetings

We will schedule a standing weekly or biweekly check in meeting. Please prepare all asks for the week before the call so we can allocate the hours you will need across our team.

Communication

We utilize the following platforms for the following needs:

  • Monday - Create pulses, share feedback and edits on active pulses. Remember to always tag your AM in any notes and always assign AM the pulses to delegate for you. Aim to provide a preferred deadline, but know we will need to scope before confirming. In an active convo with a creator you may tag them as well, but include AM so they never miss any correspondence
  • Email - if you have a request, or issue that is more nuanced and needs deeper insight before tasking, we prefer email to Slack. We have many many Slack channels and would hate to miss something important shared there.
  • Slack - quick communication in real time. Ideally all notes and feedback live on Monday so the whole team can easily access them and connect them to the appropriate pulses. Slack can be used for “hey can you do a quick call” or “ can you give us access here” etc. Never task something via Slack. Please be mindful of our time difference in Slack as well.

Submit a service ticket below or to success@responsival.com.

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