Digital Agency Guide DIGITAL AGENCY

Transcription

1 Digital Agency Guide DIGITAL AGENCY

2 Digital Agency: The Who? Through our industry leading Do It With Me solution, Vendasta s Digital Agency collaborate with your clients on a level everyone is comfortable with. Agents are responsible for all of the digital heavy-lifting that businesses don t want to worry about, such as listings correction, review monitoring and regular social posting.

3 Digital Agency: The Why? Here are just a few reasons why Vendasta s Digital Agency is perfect for you! Customize your full-service plan to work for your clients. Extend the client lifecycle and charge for a premium service all without lifting a finger. Start selling immediately, with no added workload after the sale. Remove the risk of building your own costly infrastructure with a white label service. Easily receive Digital Agency activity reports and client progress reports. Digital Agency will represent your company brand every step of the way. Contact our agents anytime during regular business hours; a real person is always around. Transition to your own Digital Agency at any point and receive personalized coaching. and so much more!

4 Digital Agency: The What? An overview of our Product and Service Offerings: Listings: Visibility Premium & Listing Distribution Review Management Social Page Creation: Google+, Foursquare, Twitter, Facebook Social Posting: Basic, Plus, Foursquare Monthly Offer, Amplify Website Creation: Landing Page, MicroSite, Website, Mobile Code Setup and so much more!

5 Digital Agency: The How? Problem Presence Reputation Social Website WWW Service How it will help! Automated Listing Distribution & By ensuring accurate and found Visibility Premium results across 300+ sources and the big 4. Review Response, Review Generation By responding, monitoring and creating positive responses which can be pushed out. Social Page Creation, Social Posting By consistently posting and sharing timely and relevant content. Landing page, microsite, website, location page creation and optimization. By ensuring you exist, your content loads quickly and is easy to navigate.

6 4 Pillars of The Virtual Doorway WWW LISTINGS REPUTATION WEBSITE SOCIAL 300+ places your Consumers control Your web presence No longer a nice business could be the conversation must be optimized to have, it is now a found online. online. for mobile. must have.

7 Getting Started

8 Digital Agency Contacts Sean Schroeder Director of Digital Agency Shakya Abeywickrama Digital Agency Partner Development Lead ext ext 160

9 Digital Agency Team Vendasta s Digital Agency is growing every day! Here are your wonderful Agents

10 Content Generation Team Vendasta s Digital Agency is growing every day! Here are your wonderful Agents...

11 How Do We White Label Ourselves? Branded Address Toll-Free Number The reason we ask for a branded address is so we can remain white labelled while communicating with your clients. We also use a toll-free number ( ), provided to all of our partners customers, and we answer it with a blanket Digital Agency brand. We require the username, password and the webmail URL for the account. Name the Solution Working Remotely We want to establish the language we use around the package you offer to your clients, as it helps the client realize who we are! Although we are always presenting ourselves as members of your team, we do get asked where we are working from. We typically say we work remotely from Canada, but we never reveal the Vendasta brand.

12 Placing Orders

13 Digital Agency Fulfillment Process Make the Sale! Fulfilled by Partner Create Reputation Management Account Fulfilled by Partner Complete the Digital Agency Order Form Fulfilled by Partner Onboarding call will be completed by a Digital Agent Fulfilled by Vendasta Digital Agent

14 Make the Sale! Create Reputation Management Account Complete the Digital Agency Order Form In order to get new accounts rolling, we require 2 things from you: 1. An active Reputation Management account. Onboarding call will be completed by a Digital Agent

15 Make the Sale! Create Reputation Management Account Complete the Digital Agency Order Form Onboarding call will be completed by a Digital Agent 2. The Digital Agency Order Form This form tells our team when an account is ready to be brought into the Digital Agency, and indicates which services are to be fulfilled.

16 Make the Sale! Create Reputation Management Account Complete the Digital Agency Order Form Onboarding call will be completed by a Digital Agent

17 Make the Sale! Create Reputation Management Account Complete the Digital Agency Order Form Onboarding call will be completed by a Digital Agent

18 Make the Sale! Create Reputation Management Account Complete the Digital Agency Order Form Onboarding call will be completed by a Digital Agent Digital Agent sends a preonboarding to client. (copying the sales rep) If Unsuccessful Bounce account back to Sales Rep to help facilitate scheduling a call between the Digital Agent and Client If Unsuccessful Second Attempt : Calls SMB/Client to complete the call. Follows up with . If Successful Upon completion, a followup is always sent to the client, and cc d to the sales rep. Note: If after 2 attempts the Digital Agency is unable to contact the client, the sales rep will be involved to assist. First Attempt : Calls SMB/Client to complete the call. Follows up with . If Successful Upon completion, a followup is always sent to the client, and cc d to the sales rep.

19 Make the Sale! Create Reputation Management Account Complete the Digital Agency Order Form Onboarding call will be completed by a Digital Agent An Onboarding Call occurs for each and every new order, with the exception of Sites Orders. The length of the call will depend on what has been ordered, and varies from minutes. If Visibility Premium or Review Management is ordered for multiple locations, we will need a contact person at each location for claiming purposes. However, the Onboarding Call can be completed by the main contact for all locations.

20 Make the Sale! Create Reputation Management Account Complete the Digital Agency Order Form Onboarding call will be completed by a Digital Agent During the Onboarding Call... Confirm the business information (Name, Address, Phone Number, Website, and Hours of Operation) Go over the services that they ordered Claim listings if Visibility Premium was purchased (the business contact will need to be at the business location) Get credentials for the listings the client already has access to Discuss social content options if Social Posting was purchased Discuss review response language Discuss the next steps Go through reporting Answer any questions that they might have for us Agent will always send a confirmation to the client, and yourself, upon work completion.

21 Create Reputation Management Account Make the Sale! Complete the Digital Agency Order Form Onboarding call will be completed by a Digital Agent After the Onboarding Call is complete, the Digital Agent may contact the client to... Receive negative review response approval within a 24 hour time period. Obtain access to social accounts and/or claim listings. Claim an additional review site. Provide the monthly task report within the first week of every month Keep the client informed of recent and negative mentions Agent will always send a confirmation to the client and you, upon work completion.

22 What your client can expect: Week 1 Onboarding Call with our Digital Agents. Gathering all of their account credentials for social and/or review sites, if applicable. If they have ordered Social Posting, we will discuss the type of information they would like shared on their pages. We will also take the time to claim any of their review sites, or the Big Four listings, if they have ordered Visibility Premium or Review Management.

23 What your client can expect: Month 1 alerts will start arriving with their reviews, Very Positive & Very Negative Mentions, and any listing changes! Big Four Listings Claimed (this can take upto 90 days based on the status of the listings). Listing Distribution Begins! Social Posting Begins! Review Management Begins!

24 General Timeline Onboarding Call Monthly task reports will start arriving Gathering credentials for Review Sites, Follow up on the Big Four claiming Listing Sites and Social Sites Monitoring (claiming calls or postcards) Social Posting Content Discussions Claiming process for the Big Four Listings Review Management and Mention Social Posting (2 or 4 per week based on the package) to Google+, Facebook, Twitter and LinkedIn begins- (Google, Yelp, Bing and YP.com) Week 1 Month 1 s alerts will start arriving Big Four listings will be claimed (can take up to 90 days based on the status of the listing) Listing Distribution begins Review Management begins Social Posting begins s requesting a list of clients on a weekly basis will start arriving (for review solicitation) Month 2 Month 3 Big Four claiming will be completed. Ongoing

25 Contact Us Vendasta Digital Agency can be reached at from 8am - 5pm. You are always included on correspondence with each client and contacted immediately after any phone call between the client and a Digital Agent.

26 Change of Information and Cancellations

27 Account or Service Changes Change of Business Information or Services Cancellations If the client ever changes their services, or business information, such as their name or location, it s important to let us know via , as we have listings that can be manually updated. We also need to know in order to update their Reputation Management account. If a client wishes to cancel, it s important that you notify us, and do not delete the account. We will process the cancellation and send the sales rep all login information we were storing for the client. We ask that you do not do this on your end, but let us handle it instead. Do not delete Reputation Management or disable Concierge. This is done by the Digital Agent.

28 Reporting

29 Digital Agency Reporting Monthly Task Report - Concierge Reports on the tasks that were completed during the month. (review responses, social posts, mentions, etc.) Reports on the Pending tasks or tasks that are Waiting on Customer. (waiting on passwords, access, claiming, etc.) ed by our agents to you and the client every month. You have the ability to view these reports at any time through Concierge.

30 Digital Agency Services

31 Listings

32 Automated Listing Distribution Automated Listing Distribution This is a product. As a partner, you have the ability to activate Listing Distribution and ensure your clients are receiving Reputation Management Executive Report. Annual syndication of business name, address, phone number, and website data with Vendasta s four data providers. The Digital Agency does not take on accounts that simply have Listing Distribution. This product is only reviewed during an onboarding call with a client if it is in addition to other fulfillment services. If you re wondering why haven t my listings been corrected yet?, recall that Listing Distribution provides the correct NAP data to the four data providers. The listing sites and directories retrieve this information and publish it each within their own time frame. We are unable to guarantee this schedule, as each source is unique. Digital Agency will remind the client of this Currently available only for US accounts during the onboarding call.

33 Visibility Premium Visibility Premium Working with the client typically involves a verification phone call and/or a postcard sent to the business. This is a service. Claiming and correction of listings on the Big 4. (Business Name, Address, Phone Number, Website and Hours of Operation) As this is a one time service, if the client has not ordered additional fulfillment services, they will be sent a completed task report and their account will be removed from Digital Agency upon completion. The client will continue to receive a monthly Executive Report to monitor their listings. If you re wondering, how much longer?, keep in mind the current state of listings will affect the time frame. Previously incorrectly claimed listings and unknown login This service works in conjunction with Listing Distribution. information are just a few examples of why Digital Agency requires more time to regain ownership of the listings. Access to a Gmail account (username and password) from the client is required to begin the listing claiming process. A business with no current listings will take significantly less time.

34 Reviews

35 Review Management Review Response Respond to negative and positive reviews on behalf of the client. During the onboarding call, Digital Agency will collect information from the client including preferred language and immediate access to Google+, Facebook, and Yelp pages. Digital Agency responses are never canned, always unique, and tailored toward the content of each review. Digital Agency will draft a responses to all negative reviews and send them to the client for approval. After 24 hours, the response will be posted. Digital Agency will respond immediately to positive reviews. Mention Monitoring Monitor mentions weekly and provide negative results to the client. Digital Agency is only responsible for informing the client and will not take any other action. Mentions up to 6 months past will be monitored. A 6 month commitment is required.

36 Review Solicitation Review Solicitation Clients provide a list of customers, in spreadsheet format, at end of each week and Digital Agency will upload that list the following Monday. Our Review Generation tool empowers businesses to effortlessly collect new reviews! This allows businesses to send bulk feedback request s directly from the Reviews tab in Reputation Management. All they need to do is enter the recipient s name and address and send it over to our Digital Agents.

37 Social Marketing

38 Social Posting Social Posting Basic Social Posting Plus 2 posts per week on Facebook, Twitter, Google+ and LinkedIn. 4 posts per week on Facebook, Twitter, Google+ and LinkedIn. The same post is released to all social profiles at the same time. The same post is released to all social profiles at the same time. While the direction of the posts depends on the client, Digital Agency aims for, and encourages, a combination of business-specific content and engaging external content (trending articles, season specific articles, etc.) Content Calendar For those clients who insist, the option to review a month s worth of content in advance is available. It is important to note that this scenario is not ideal as it limits Digital Agency writers to content that is not in real time, such as recent and relevant articles.

39 Additional Social Services Pinterest Posts Houzz Posts Includes two posts per week on Pinterest. Include two posts per week on Houzz. Clients must provide Digital Agency the credentials required to complete this work. Clients must provide Digital Agency with credentials required to complete this work. Amplify Foursquare Monthly Offer Five managed Twitter lead searches per day with previously agreed upon responses. Clients provide Digital Agency with monthly offer details. Agents create a description and adds images. Clients must have an established account with 50 followers and a history of tweets. If applicable, monthly offer will be posted on social platforms.

40 Facebook Services Facebook Page Boosting Facebook Post Boosting This service includes promoting Facebook page for 28 days. This service includes promoting Facebook posts. There is no markup for this service. The pricing would come from the Partner and would flow through to the page. Must be in addition to Social Posting Basic or Social Posting Plus. There is no markup for this service. The pricing would come from the Partner / client and would flow through to the posts. Must be in addition to Social Posting Basic or Social Posting Plus. Facebook Event Creation Facebook Poll Creation This is for one event. Clients are responsible for supplying us with information to create the event, including pictures. This is a one month Poll. This includes a weekly update on progress. Order needs to be received at least (1) week prior to event. Event would include name, cover photo, date and time of event. At end of poll, we will close the poll and send results. Clients are responsible for supplying us with the information to create the poll.

41 Blogs Blog Page Build Blog Posts A basic Wordpress site with all the required setup. Consistent appearance with the business website. Images are provided by the client, or selected by our team. Included are links to the business social sites and a Content Calendar plugin. Blog posts of words. Each post includes one social linkback pushed to all connected social media accounts. Images are provided by the client, or selected by our team. A monthly content call is required between Digital Agency and the client to provide content.

42 Social Create Google My Business Create or Claim (Google+ and Google Maps) Professional page setup w/ logo, company images, hours of operation, and business profile. Requires a Gmail address and password from the client. Foursquare Business Page Professional page setup with logo and custom header. A Gmail address and password are required from the client. Twitter Facebook Business Page Digital Agency creates the account, the listing, and claims the profile. Professional page setup with profile photo, cover photo, and business profile. Digital Agent will add the client as an Admin to the page.

43 Social Create YouTube Instagram Professional page setup. A Gmail address and password are required from the client. Must have a Google+ Business Page. Digital Agency creates the profile and provides the credentials to use it. LinkedIn Business Page Pinterest Business Page Professional page setup with profile photo, cover photo, and business profile pulled from the current website. Digital Agency requires a branded for the business to create the page. Digital Agency creates the profile and provides the credentials to use it. Includes five Boards and five pins per board.

44 Presence Builder Sites

45 Presence Builder Sites Create main page, +1 additional. Reputation Intelligence Required Landing Page MicroSite Create main page, +3 additional. Website Create main page, +5 additional. Reputation Intelligence Required Mobile Page Create main page, +1 additional. Pages can be based upon existing website. Mobile direct code with instructions is sent to the client.

46 Presence Builder Site Creation Take a look!

47 Site Ordering Process 1. Make the Sale! 2. Complete the Digital Agency Order Form. (A sites Order Form will be ed out to you once the Order is placed) 3. Create Presence Builder Account. 4. Site will be created by the Digital Agent and the link will be sent to you within 2 business days. a. If a Mobile Code Setup is ordered, the Digital Agency will send the code and instructions to the client. 5. If you require a custom domain, please indicate in the additional notes in the Order Form. Digital Agency will pass this request to the Vendasta Support Team, who will then contact you for further instruction.

48 Presence Builder Site Creation Every Vendasta account automatically generates a Presence Builder landing page. Digital Agency offers further building out these pages. Details are below: Additional tabs, photos, copy, videos, coupons, mobile redirect code, and more. If being used as the primary website, Vendasta s support team can add custom domains (which involves a site order form to confirm details such as titles, colours, etc.). Additional photos, at a maximum of 20 per page, to be sent to [email protected], indicating which page to add each to. A mobile code setup requires instructions to replicate the client homepage plus 1 additional page. Digital Agency will create the site and provide the link to the partner within two business days. A mobile code setup will be provided directly to the client, along with instructions for how to insert the redirect code. Custom domain requests should be indicated in the Additional Notes section of the Order Form. Vendasta s support team will contact the client for further instruction.

49 FAQs and Best Practices

50 Best Practises A business name should not indicate its location (for example, ABC Coffee House Portland). This will work against the business SEO. Do not Google a business address when filling out an order. Check their website, business card, or check a utility bill. It is likely that a client s online information is incorrect. Listing Distribution must include a complete, valid address, not just a business name and phone number. Ensure the contact person is available and willing to receive phone calls and s from the Digital Agent. Recall, this is a Do It With Me solution. When claiming listings, Agents require access to a Gmail account. This should be associated with the business (for example, [email protected]).

51 Common Questions QUESTION Are there listing sites that are not covered by the Digital Agency? ANSWER There are premium listings that the Digital Agency is not able to create and/or edit at this time. They include HealthGrades, Vitals, Better Business Bureau, LinkedIn etc. Certain sites such as OpenTable, Expedia, and DealerRater.com are accessible to the Digital Agency, as long as the client has a login to provide. To view the listings that will be monitored by Listing Distribution, simply go to Reputation Intelligence > View Listings.

52 Common Questions QUESTION My client has 10 locations. Do I need to fill out forms for each location? ANSWER You can complete one Digital Agency Order Form (if they have the same services) for multilocation businesses, but individual Reputation Intelligence accounts are required for each location. QUESTION Can I complete the onboarding call for my client with Digital Agency? ANSWER Unless the client has only ordered Listing Distribution, no, not alone. Digital Agency must have direct communication with the client. To claim listings, the client must be at their place of business to answer automated calls. We encourage all Sales Reps to join Digital Agency Onboarding Calls.

53 Common Questions QUESTION Why is it important to claim listings? ANSWER By claiming and verifying online listings, you will ensure that the information is accurate and be able to make any necessary changes to the listing data. Depending on the source, rich data fields and adding pictures is also possible. If the site allows users to leave reviews, the business owner will be able to reply to these reviews. This shows that the business cares about customer service and customer satisfaction. Keeping accurate listing information and responding to customer reviews will also assist in improving SEO scores.

54 Automated Reporting

55 Reporting Executive Report - Reputation Intelligence Reports on Listing Scores, Current Reviews, Mentions and Social. Available at any time within Reputation Intelligence.

56 Reporting Executive Report - Reputation Intelligence Listing Score calculates the total number of listings, and the accuracy of those listings. Search Engines and Social Sites affect Listing Score the most. These are listings that contain errors, which will eventually be corrected through retrieval of NAP data from the listing distributors. These are sources that are missing your listing. Automated Listing Distribution may create these listings if they are not a premium site.

57 Reporting Executive Report - Reputation Intelligence Automated Listing Distribution will increase the number of citations the client is featured in. Monitor this number to prove the value of Automated Listing Distribution to your client.

58 Review Response Samples DIGITAL AGENCY

59 Review Response Samples Take a look!

60 Social Marketing Samples DIGITAL AGENCY

61 Facebook Build Take a look!

62 Google+ Build Take a look!

63 Social Posting Samples Take a look!

64 Automotive Dealerships

65 Automotive Dealerships

66 Restaurants & Catering

67 Restaurants & Catering

68 Health Care

69 Health Care

70 Law Offices

71 Law Offices

72 Financial

73 Financial

74 Seasonal Posts

75 DIGITAL AGENCY