Get Support: How We Can Help

Our goal at AgentMethods is to give you the tools and support to easily launch and manage your insurance website. We are a small business like you and we are proud to be part of your success. 

We believe that the more hands-on you can be with your website, the more it becomes part of your business. Because of this, we want to make sure you are empowered and encouraged to update your site. We are here to help, but we're also here to guide and teach. 

We want to make sure you are successful with our platform and are always available to help and give guidance. However, there are a few things that fall outside our scope of support. 

We've put this document together to help you get the most from AgentMethods Support, and understand what does (and doesn't) fall under the scope of support. 

Getting to Know AgentMethods Support

Support is broken down into two distinct components:  "Concierge Setup and Onboarding" and "Ongoing Support".

• Concierge Setup and Onboarding is a paid service. It takes place over the first 14 days immediately after signup or upgrade where our team will help you over a series of calls.
• Ongoing Support is support provided outside of the 14-day onboarding.

Concierge Setup and Onboarding

Our concierge onboarding service is a "done-with-you" service where we work with you to get your site up. It's important that you actively participate because the services we are setting up reflect your business. You can decide how hands-on you want to be, such as: 

"I want you to get my site up with as little work on my end as possible"

"I want to be actively involved in setting up and managing my site"

"I need your guidance on setting up the site but want to be able to customize it"

Be sure to communicate your preferred level of involvement with us during the onboarding call. From there, we can tailor onboarding and our service to your needs. 

What's Not Included in Concierge Onboarding 

Our Concierge Setup process covers everything you need to implement the AgentMethods platform. However, sometimes agents are looking for additional support beyond the scope of setting up the platform, such as:

• Custom content creation
• Logo design
• Custom images
• Setup of third-party systems such as Google My Business or Facebook Business Pages.

These additional services are not included in Concierge Onboarding. If you need these services, please let us know and we will provide you with recommendations on how to get them completed.

For more details on what is included during our Concierge Onboarding service, see the Scope of Work for that was emailed to you when you signed up (if you don't have it, we'd be happy to send it again - just ask!).

Get to Know Our Ongoing Support

After onboarding, we continue to provide support on the functionality of our platform. However, we do not provide everyday service and customization on your account. 

A good simple test is to ask if what you need help on is something another agent will need in the use of AgentMethods, or if it's custom to you, your business, and your needs.

After setup, you have several options for making updates to your AgentMethods account if you are not able to do so yourself:

• Platform Support: Help with using the functionality of the AgentMethods platform is available via phone, scheduled web meeting, and email (depending on your plan)
• Have a simple change or update? We can generally help you do it. If not, we'll let you know.
• Request an Edit - Our team is here to help. Let us know what you need and we'll provide a time & cost estimate.
• Super Agent - Quarterly planning call includes making updates to your site. This is available to accounts on the Super Agent plan. 

Support Examples

Support items that are included in the AgentMethods service: 

• Help adding a video to a page
• Instructions on adding a new page or navigation section
• Need to change your payment details? Let us know - we can email you a link or help over the phone
• Basic text updates - Need a few words tweaked or added? Send it over and we can take care of it.
• Address or phone number changes - Open a new office? Get a new cell phone? Send the details over and we can add it to your site.
• Adding or removing a team member - Send us the bio and photo in the same format as other team members and we'll add it.
• Adding an occasional page from our library - New products? Want the latest Medicare copy? Let us know and we can add pages to your site directly from our library.

Support and updates that are not included in AgentMethods' service:

• Writing custom content, including creating content from an outline, brochure, or notes
• Creating custom emails, including copying emails into our platform
• Regular content updates and maintenance, such as copying your offline newsletter onto your site, adding and removing team members, etc.
• Converting PowerPoint, PDF, or other documents into web pages
• Proactively reviewing your website content for changes and opportunities
• Cropping and resizing images, photo editing

While we do our best to help support you beyond the scope of our platform, tasks that are time-consuming, customized to you, require content writing, graphic design, or set up beyond the AgentMethods platform are outside of the scope of support that we can provide.

We will do our best to notify you of these items early and provide you with options for getting them accomplished. Additionally, agents that require a high volume of support will be asked to purchase an additional support plan. Whenever there is an additional charge, we will notify you and provide an estimate before starting work.

We're looking forward to supporting you in reaching your business goals! For any additional questions on the scope of AgentMethods support, Contact Us and we'd be happy to help.