Practical guides

Advice for the decisions that come before a build and the work that continues after launch.

Planning service pages people can use

Decide which service pages your business needs and what each page should explain before a customer gets in touch.

Decide where a submitted form goes, who responds and how the team tracks the next step.

Gather the facts an assistant can use, the promises it must avoid and the situations it should pass to a person.

Choose when an assistant should involve your team and which details need to come with the request.

Keep the customer’s original request, product interest and source together as the inquiry moves between tools.

Make it clear who is following up, what they need to do and when the work is complete.

Work out whether existing tools can do the job or whether the process needs custom software.

Choose a first version people can use, agree on its limits and decide how you will test it.

Give service pages, guides and product pages distinct jobs and connect them with useful links.

Separate website visits from received inquiries and qualified opportunities when you review performance.

Agree on who handles updates, account access, form checks and support after the site goes live.

Test whether a backup can restore the site and its key functions without losing newer customer records.