Getting
Support
Everyone needs a geek in their life
“It’s only easy when you know how.”
The Nettl Geeks are our resident gaggle of tech-savvy problem solvers. They move in two mysterious ways.
Firstly, in their spare time, they write Fast Paths. We talked about those in Managing Websites.
Secondly, they help Nettl studios solve problems. And then they share that advice with other studios. The Geek Channel is a private knowledge-base of problems and their solutions.
If a studio gets stuck on a web project, the Geeks can assist. Perhaps with some disagreeable DNS settings, a petulant plugin or some cruel CSS that won’t behave.
Nettl studios post questions in the appropriate Geek Channel. They link to the struggling site, so the Geeks can troubleshoot. Sometimes another studio has solved the same problem before, and chips in. Other times, the Geeks will dispense their wisdom or fix the issue on a studio’s behalf.
The Geeks are a Nettl studio’s dirty little secret.
Gain industry insights
“Show me what you’ve done for other hair salons.”
That’s only like you saying “I’d like a Celine Dion bob” or “your best Beckham bun please”. People like to see what others have done.
That’s why we built Industry Insights into w3p. It’s organised into sector-specific sections, like Hairdressers and Hotels. Studios choose a section and see websites other Nettls have built for similar businesses. It’s an instant, inspiring portfolio.
We’ve also thought about the type of things that kind of business might need. These opportunities could be things like online booking, a detailed application form or an ecommerce site. Or it could be extra features, like gift vouchers or reviews. It all helps our teams during the sales process.
Websites aren’t like scarves. One size does not fit all. Each sector might use different types of site and different plug-ins. So, you’ll see common platforms that industry might use, together with Fast Paths our Geeks have created.
Clients will think you know their industry. And you do.
Join live geek surgeries
Technology moves so fast. Software gets updated every day. Platforms become obsolete. Versions change. How come you never meet someone with the same oven as you?
If we exclusively relied on classroom training to keep our studios up-to-date, there’d be no time for actual work. And they’d definitely get sick of egg mayo sandwiches.
So every week the Nettl Geeks host live online surgeries. They pick a different relevant, tech-related topic each time. It could be a new feature to launch and sell, or something which has been troubling other studios.
Topics are announced in advance. We send a little reminder of next morning’s topic, the night before. Studios can watch the demo live. Doing that gives them the opportunity to ask questions while there’s a real-life-geek-on-the-line.
If they can’t dial-in, each surgery is written up as a Fast Path and archived. Read or watch on catch-up later. They’re free to binge-watch the box set.
It’s the thinking-person’s Love Island.
Chat with people like you
“Another slice of beige quiche? Top-up of warm, cheap wine, sir?”
Not many of us actively look forward to networking events. Some might be feeling physically sick thinking about it right now. But being an entrepreneur can be pretty lonely. And we all need a support network to help us grow.
Having a circle of people with the same challenges can be therapeutic and powerful. There are people like you, dealing with the same things right now. Same shit, different town.
Nettl studios are part of a global community, with a very active online forum called w3pin. Anyone can start topics and reply. On there, our development team share early prototypes of new features. We ask for opinions. Announce new things. Studios can have peer-to-peer chats. They can raise concerns, make suggestions or share ideas which are working well.
It’s a private place, where friends can talk to friends. It’s not some dark corner of the internet, where people hide behind anonymous pseudonyms and rant. So there’s only one rule… this is your community, don’t be a dick.
Step by step guides to learn how
“Teach a man to fish and he’ll sit in a boat and drink beer all day.”
We may have misremembered the exact quote, but you get the jist.
Of course we have real people in our support teams (often with flowery shirts, wavy hair and big beards). They’re just aching to help studios out. But we’re big believers in self-service. It’s possible we might have mentioned that before. So the answer to every question can be found in w3pedia, our online knowledge base.
Every feature in this book has an article explaining the details. There are step-by-step guides covering each part of w3p. Some have videos, others downloadable extras. Each article links to w3pin, so people can ask questions in the community, if they didn’t understand something.
Most screens feature a little orange question mark in the top right corner. Click to get specific help about that page.
Remember, the top Smart Menu expands from every screen. When folk start typing, we suggest articles they might want to read.
Now then. You’ve put me in the mood for some sushi.
