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Frequently asked questions

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Frequently asked questions

Find answers to frequently asked questions. For further information, please contact customer service.

In order to help you from distance, we propose you
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WEBSITE

How do I access the administrator area of my website?

Do you wish to update your website frequently and change its content? That's what your administrator area is for!

The link to your administrator area is sent to you once your website is completed. If you have misplaced the email, do not hesitate to request it from our customer service. They will answer you within 48 hours. 

On the identification page of your administrator area, you will be asked to enter your username and password (provided when the site is delivered). Be careful not to leave any spaces before or after your password. The space will be counted as a character and your password will be considered incorrect. Also, be careful not to mistake I (upper-case i) for l (lower-case L) and O (upper-case o) for the number 0.

You're are now logged into the administrator area of your website and can make any changes you want!

To find out what to do and how to do so, go to the bottom of your homepage.

You will find explanatory videos on the different features available: changing a text, classifying photos, etc.

To do so, click on the link and fill in the login details that have been provided to you, or contact our customer service if you have lost them.

If you encounter any difficulties in making certain adjustments, our customer service remains at your service.

How do I retrieve my access codes (for my website)?

The access codes of your website (also called 'administrator codes') allow you to access the administrator area in the background of your online site. All changes to the text and visuals of your website should be done on this interface.

These access codes (username and password) were sent to you by email when your web consultant launched your website.

If you have misplaced them, do not hesitate to contact our customer service. They will be sent by email, but solely to the contract signatory.

NB: In order to secure access, the passwords assigned will not be modified on request.

What are the steps to the delivery of my website?

1) Reference documents

When you meet with your sales representative, give him the following information:

  • your bank details
  • ABN/ACN
  • a copy of an identity document
  • your logo
  • the photos you want to include on the website (if necessary our webmasters will include standard royalty-free photos)

It is also essential that you specify:

  • the chosen graphic atmosphere
  • the desired colours
  • your catchment area
  • a summary of your company and activity.

All this information will allow your consultant to draft a first version of your specifications.

2) Specifications approval

A project manager will be assigned to your project to ensure a personalised follow-up from the sale to the creation of your website. Their role is to ensure that the specifications meet your expectations: 

  • confirm the selected products and graphic elements
  • approve the keywords proposed by the SEO experts

Once this is done, the website creation process can start.

3) Website creation

Our webmasters create your website based on the specifications validated with your web consultant (step 2). They also add contents from our team of writers as well as photos, which are optimised for SEO and traffic generation. The quality department will then ensure that the finished website complies with the approved specifications.

4) Online publishing of your website

Once your website has been created, an automatic email is sent to you. It contains the address of your site as well as the access codes to access your administrator area. Without any return from you within 5 days, your website will be considered to be in compliance with the specifications previously approved and will be published online.
If you notice any inconsistencies between the specifications and the product site, contact your project manager directly within 5 days of validation.
If you want to change the content of your website after it has been uploaded, you can do so via your administrator area or by contacting our customer service (see the article 'How do I access the administrator area of my website?').

5) After the launch of your website

  • SEO: The work of SEO will start once the site has been published.
    NB: As part of the Traffic Guarantee, the commitment to visits is gradually achieved over the first few months. Generally speaking, it takes about 3 months (time for your site to be optimally indexed on search engines) to reach the average number desired.

  • Statistics: You will have access to your website's pages from your administrator area. You will be able to track the location of Internet users who visit your website or check the most visited pages of your website.

  • Courtesy visit: Within one to 3 months after the launch of your website, your sales representative will visit and train you on how to use your tool.

Overall it takes about 8 weeks from the signing of the contract to the delivery of the website.

Note: Check your emails regularly! Your email address is our contact point to validate each step.

Our customer service remains available at all times to answer your questions or to liaise with your web consultant.

Does my site belong to me? What about my domain name, my photos/videos and my email addresses?

Elements (items) you own:

Elements such as text, visuals, domain names, emails... are created for you by Linkeo. As such, you are the sole owner and Linkeo is the manager for the duration of your contract.

Elements owned by Linkeo:

The software that allows you to display your site and make content adjustments is created and owned by Linkeo. No copies of the software or source codes of the site are transmitted upon termination of Linkeo's services.

How to recover the elements you own:

  • Site content (logos, photos, text, etc.): our customer service can send you the elements by email (in a compressed file format) as soon as your service has been paid in full. To do so, simply send your request to service@linkeo.com.au

  • Domain names: your site (created by Linkeo) must be hosted on a domain name to be online. The domain name(s) are defined at the signing of the contract. These can be returned to you at the end of your contract (or before the end of the contract if full payment of the services is made). Similarly, it is advisable to make the request in writing to our customer service.

  • Emails: the addresses created for you by Linkeo are hosted on our internal mail server. If you wish to keep them at the end of our partnership, simply send a request to our customer service (service@linkeo.com.au). The technical elements necessary to transfer email addresses to another host (DNS, MX, etc.) will be provided.

  • Photos/videos: the photos and videos made for you by Linkeo are hosted and available on Youtube. All you have to do is retrieve the URL (in the address bar of your browser) or the iframe code (Share button then Embed, under the video) of the desired element.

I have requested a modification from Linkeo customer service. What is the timeline?

Do you need to modify your website? Do you want to change a photo, adjust your menu tabs … etc.? 

  • Use your administrator area

    Your administrator area allows you to make simple content changes: change a photo, create a gallery, add/replace text, insert a video, a button, etc.
    This is an intuitive tool that allows you to make adjustments quickly.
    All the steps to access your administrator area are explained in the article 'How do I access the administrator area of my website?'

  • Contacting our customer service

    Want to make changes but don't have enough time? Our customer service is available from Monday to Friday (from 9.00 am to 5.00 pm) to do them for you.
    All you have to do is send your requests by email (preferably) or by phone to the following address: service@linkeo.com.au or  1300 546 536
    Depending on the complexity of your request, the time frames can be more or less long. Normally, requests are processed within 48 hours.

Tip: The more precise your request, the more likely you are to have an optimal processing time.

What if my site does not meet my expectations?

Your site is being validated

You have just received the presentation email from your web consultant project manager, and you wish to make changes to your website. All you have to do is reply to this email and specify the changes you want to make. These will be processed as soon as possible. You will then receive a new version.
Please note that without any return from you within 5 days after sending the validation email, the site is automatically put online. Remember that it is based on the specifications you validated and goes through quality control before being published online. In addition, it is always possible to change the texts and visuals even after the site launch. However, the 'Landing Pages' are essential for SEO. The modification of these Landing Pages can lead to a decrease in the visibility of the site on the targeted theme. Be careful when reviewing your site, and make any content changes before the site is published online.

Your website is online

Your site is online but it doesn't correspond to what you wanted? Don't worry. The content can be modified at any time.
To make changes, you can:

  • go to your administrator area: you will have access to your content (photos, galleries, texts, etc.) and will be able to make unlimited changes at any time.

NB: To connect to it, please refer to the following article (link) - Contact our customer service and specify your needs:
We advise you to describe the changes you wish to make by email so that our agents can make the changes for you.

DOMAIN NAMES AND PROFESSIONAL EMAIL ADDRESSES

How do I give Linkeo the management of my domain name?

Are you a new customer at Linkeo? Do you want to keep your old domain name for your new website?

It's easy! We just need the transfer codes (also called AUTH INFO codes).

Ask your previous host, or if you already have them, just send them to us by email:
As soon as we receive the codes we will take care of the rest!

I would like to retrieve one or more domain names:

For your information
The domain name (DN) is the address that hosts your website and is displayed on your browser (in the URL bar). Example: smart-locksmith.com.au
The management of a DN can be transferred from one provider to another using 'AUTH INFO codes'.
 
Ownership of the domain name:
Linkeo manages your websites and, therefore, by definition, manages its domain names. But we are only the manager, you remain the owner!
 
1) Getting one's DN back to hand over its management to Linkeo
See article 'How do I give Linkeo the management of my domain name'

2) Retrieving your DN(s) upon termination of a Linkeo contract
Send us an email asking for your 'AUTH INFO codes' for the relevant domain name(s).
They will be sent to you within one week (maximum), subject to termination and full payment of your fees.

How do I install my new mailbox?

By subscribing to a website at Linkeo, you have access to a range of services, which includes the creation of one or more business email addresses.
For example, the domain name of your website is smart-locksmith.com.au, your professional email address could be contact@smart-locksmith.com.au

Do you want to install this new mailbox on your computer or mobile phone? Follow these instructions:

1) Login details

The connection codes are sent to your original email address by Linkeo. If you do not find them, do not hesitate to make the request to our customer service, who will send them back to you within 48 hours (make sure that your original email address is still working).

Please note that you can change your initial password by sending an email to our customer service with the new password you want.

2) Installation on a computer

You wish to configure your mailbox on a computer? The method depends on your mailbox (Outlook, Thunderbird...).
You will find below the configuration procedures (downloadable pdf) according to your email client:

If your email does not appear above, please find below the generic settings:
Pop server: au.pop.linkeo.com [Port 110 without SSL] OR imap server: au.imap.linkeo.com [Port 143 without SSL]
Smtp server: au.smtp.linkeo.com [Port 587 en TLS or port 465 with SSL]

The outgoing SMTP server requires authentication using the same settings as the incoming mail server.

If you encounter any difficulties, do not hesitate to contact our customer service.

3) Installation on a mobile phone

Do you wish to configure your mailbox on a smartphone?
Here's how:

4) Viewing online messaging (without installation)

You can connect to your mailbox (from your computer or smartphone) at any time using Linkeo webmail. To do this, go to http://webmail.linkeo.com/ and enter your username and password.

SEO

I can't see my site in Google results. What should I do?

To put it simply, there are two types of SEO on Google: natural SEO and SEM (AdWords advertising campaign). They are complementary: natural referencing takes longer to bear fruit but is sustainable, while SEM produces results quickly but only during the campaign period.

1) Natural referencing (SEO)

SEO (search engine optimisation) consists in working on the website so that it is 'well rated' by Google and appears as high as possible in search results for keywords (activities and locations).
Linkeo experts work on both the structure of the site and the content of the site to ensure optimal referencing by Google. They create 'landing pages' on each key activity and structure the entire page, including text and visuals, to highlight keywords and information that are relevant to Google and its users.

Note: Regularly updating the content of your site has a positive impact on SEO.

Other factors influencing the SEO of a website: the way it is designed (responsive web design technology), the dynamism of the related social networks, the updating of its Google My Business profile...
As part of our Traffic Guarantee, we commit to a minimum number of visits per month and not to the site's positioning in Google results.

2) Sponsored referencing (paid SEM)

SEM refers to the use of commercial or advertising links on Google to attract visitors to a website. These are the search results appearing with an ad sticker, which identifies them as sponsored ads.
To launch a sponsored campaign on Google, the SEO expert identifies the customer's need and its main activities. The purpose of ads and keywords is to attract Internet users who may be interested in your services/products to your website. The campaign is targeted at a catchment area; your ads appear only in that area or if a city in the identified area is included in the search term.

The positioning of your ad depends on your bid (compared to that of your competitors) and the quality of the ad itself. If you have a lot of competitors in your catchment area, the keyword will be more searched and will be proportionally more expensive. Your budget must be consistent with the number of activities you wish to promote.

How can I check my website traffic / number of visits?

That is a legitimate question. It is thanks to this, among other things, that you can measure the attractiveness of your site and therefore its effectiveness.
With Linkeo sites, it's easy and accessible in an unlimited way!

1. Logging into the administrator area

In order to connect to your administrator area, you will need your identification codes (login and password)
Find detailed explanations in the article 'How do I access the administrator area of my website', 'Website' section of this page.

2. Accessing the statistics page

Once connected to your administrator area, click on the 'Statistics' button

You will get an overview of the key figures (for the current month): number of visitors, number of contacts, number of visits from social networks, from mobile phones....
For more details on these statistics, you can click on 'detailed statistics'. You can choose the desired period (month, year) and view the relevant indicators for the chosen period.

3. How to read your data

In web terms, a visitor refers to an Internet user who visits the website, and who is only counted once even if he returns 3 times to the site (within a given period of time).
This is why we distinguish the number of (unique) visitors from the number of visits.
During a visit, the user can go on several pages (homepage, price page, contact page...), which corresponds to the number of pages viewed.
Other indicators allow you to evaluate which day of the week you have the most visits, at which time, which pages are the most visited, how visitors arrive on your site, etc.

If you need assistance to understand and interpret your site's statistics, feel free to call our customer service!

Will I get contacts through my site?

You have hired Linkeo to optimise the referencing (visibility) of your site? Thanks to their know-how, our SEO experts will bring your website to the forefront by using keywords and locations that are of interest to your company.

1) SEO, a source of traffic (we bring you visitors)

Referencing is optimised to bring traffic to your website and, more precisely, to attract Internet users interested in your products/services in your area. You must now turn these visitors into customers!

Would you like to increase your chances of converting your visitors into contacts? Here are some tips from our experts:

  • carry out a market study and position yourself in terms of image, price and services
  • reassure the Internet user through labels and certifications
  • highlight your contact details
  • encourage the Internet user to contact you: free estimate, free travel, etc.
  • reassure the Internet user with the testimonials of your customers
  • add photos of your shops, construction sites, products
  • describe your services in detail (on the Internet people are looking for detailed information. If they were only looking for a phone number, they would go to the Yellow Pages or check the phone number on the Google results page without going any further)
  • regularly renew the content

Linkeo is constantly renewing its SEO offers in order to keep up with market developments. Among other things, we recommend:

  • The 'Visits Guarantee' offer: we guarantee an average number of visits per month (see details here)
  • The Expert Pack: for almost immediate visibility (see details here)

2) Access statistics for a better follow-up of traffic (and generated contacts)

To measure site feedback, many tools are available in your administrator area:

  • Number of visits, over the month, over the year (or any other period)
  • Traffic source (for example, how many Internet users have arrived on your website thanks to your Facebook page)
  • Number of calls received via the assigned number
  • Number of calls received via the automatic callback button
  • Number of contact forms received

For more information, do not hesitate to contact our customer service.

SOCIAL NETWORKS

How can I manage my Facebook and Google My Business pages independently?

1) Accounts creation

Your online visibility is crucial. Beyond the corporate website, it is important to be present on social networks. This is why, when you create your website, Linkeo systematically launches the creation of a company Facebook page and a Google My Business page. With these platforms, you can manage your community, collect customer reviews, publish photos and information, etc.
Linkeo will independently create your Facebook page, but we need your help for your Google My Business (GMB). Linkeo requests the creation of the GMB account in your name and Google sends a validation letter to your company's postal address. You must provide us with this code upon receipt (and before expiry) so that we can finalise the creation and optimisation of the form.


2) Becoming an accounts administrator

Facebook:

  • 1. Log into to your personal account.
    Important: If you do not have a personal Facebook account yet, create one (it is essential to have a personal account to be able to manage the company account).
    NB: You can create an account for free in your name or under a nickname, anyway your name/nickname will not appear during your actions on your company page.
  • 2. Click on the 'Like' button on your company page.
    NB: You can find your company page by searching by its name in the Facebook search bar.
  • 3. Notify our customer service by indicating the name (nickname) of your personal page.
    NB: You can reply directly to the customer service information email or send an email to service@linkeo.com.au
  • 4. Linkeo designates you as the administrator of your business account.
    NB: Once you are logged into your Facebook account, you will have access to your company page by scrolling down the 'triangle' menu at the upper right corner of your screen.
  • 5. You are now an administrator and can manage your company’s Facebook page.

Google My Business:

  • 1. Click on the invitation link that Linkeo sent you by email once the GMB form has been created and optimised.
    Beware: Our customer service uses your recorded email address. If this address is not attached to a Google account and you don't have another one, create a Google account under that address.
    If you already have a Google account at another email address (usually a gmail), send it to our customer service so that they can use it as an administrator for your GMB file.
  • 2. Click on 'My Business' in the Google application menu (square at the upper right-hand corner of your screen).
  • 3. You are now an administrator and can modify the information in your file (schedules, photos…).

I have received a code from Google (Google My Business). What should I do with it?

1) What is Google My Business (GMB)

A company's GMB is like its online identity card, it includes its address, telephone, photos, schedules...
For an Internet user, it is a reassuring sign to find an up-to-date GMB with photos and reviews. It is also practical and allows you to launch the itinerary so that your clients know how to get to you.

2) Validation of your GMB file

Linkeo creates a GMB file for your company with your contact details, front photos, etc. To validate it, Linkeo must follow the procedure set up by Google to verify that there is a company at this address. A letter containing a 5-digit code will be sent to your postal address. This is required to validate your company's GMB.
Please send us this code as soon as you receive it because it is only valid for 30 days. Otherwise Linkeo must request a new code from Google and the whole process starts again.

If you have any questions, please do not hesitate to contact our customer service on 1300 546 536 from 9.00 am to 5.00 pm Monday to Friday, or by email at service@linkeo.com.au

CONTRACT AND INVOICE

I don't understand why my instalments start on the first month. What am I paying for?

When creating a Linkeo site, the price is composed of two elements:

  • Commissioning Costs (CC): costs of creating the website and any loyalty modules. Options such as additional pages, translations, a payment module can be added...
  • Maintenance & Services (M&S): the elements that keep the website online (domain name, hosting, CMS, call tracking...) and support services (free statistics, free customer service, advisor visits)

As for the payment of these CC and M&S, we have several payment options:

  • Classic formula: payment of CC in one instalment (or several cheques) + M&S in equal monthly instalments over the entire duration of the contract
  • Smoothing formula: the CC are reduced as much as possible (a 1st payment serving as a down payment) + the rest of the FMS and the amount of M&S that are spread in equal monthly instalments over the duration of the contract
  • Cash formula: the entrepreneur who so wishes can pay everything in advance and benefit from a discount.

Thus, in all formulas except the cash formula, monthly payments start from the first month of the contract (purchase or transfer of domain names, professional emails, creation of call tracking and web call back...).
You defined a monthly budget with your sales representative in order to subscribe to the SEO offers when you signed your contract (in Traffic Guarantee or Google/Facebook/Waze campaigns). This budget is used monthly.
NB: If your site is not put online right away, the unspent budgets (SEM) are invested later. For example, if you signed your contract in month M and your site was put online in month M+1, your campaign started in M+2. Amounts that have not been spent in months M and M+1 are spread over the rest of the contract.

As for photo and video products, the price is only composed of CC because there is no maintenance required.

EXAMPLE: site + SEO

The first instalment covers the creation of the website (graphic design, writing, creation of GMB and Facebook...), and the monthly instalments cover the M&S of the website (ndd, hosting etc. see details above) and the SEO.

Both the CC and the first monthly instalment are therefore charged the first month.

If in doubt, refer to your contract.

I am a Linkeo client and would like to terminate our collaboration. What are the terms and conditions?​​

In this case, you should consider your contract signature date and your payment terms.

Case 1: You are within the 3 months withdrawal period after signing

If you are confident and wish to cancel your contract, send your wish to cancel the contract by post to Linkeo's head office or by mail at termination@linkeo.com.au

Case 2: Your contract is coming to an end

You have committed to work with Linkeo for 12 months, 24 months or 36 months, and you wish to terminate this collaboration at the end of this contractual period. In this case, you must send your wish to cancel the contract by post to Linkeo's head office via registered mail with acknowledgement of receipt and, at the most, 3 months until the official term. If you do not, or do it too late, your contract will be tacitly renewed for an additional year. Be careful with the deadlines, it is better to do it far in advance than a little too late. You can also send an email to account@linkeo.com.au

Case 3: You wish to terminate your contract during the term of your contract

This looks quite complicated at first look because the contract you have signed with Linkeo commits you to a given period (12, 24 or 36 months), and commits Linkeo to provide the agreed services over the same period of time. Neither of the two parties may unilaterally terminate the collaboration before the official end of the contract. However, in exceptional cases (cessation of activity and others), Linkeo may examine the request for a preterm termination (with regard to the monthly payments still outstanding, the applicant's financial situation, etc.). To support your request, we advise you to provide as many explanatory elements as possible in your letter with acknowledgement of receipt to the Linkeo Headquarters.

Of course, before initiating any termination procedure, our customer service is at your service by phone or email to find the best solution.

CONTACT PERSONS

Do you have questions and don't know who to contact? Your sales representative is not answering?

1) The role of your sales representative

Your sales representative will assist you from the first meeting to target your needs and advise you on an appropriate communication strategy.
Within the framework of the sale of a website, they will define the fundamentals and advise constituting the specifications which are then taken up by the web consultant assigned to your project.

2) The web consultant

They are involved in the creation of your website once your project has been validated by the administrative services.
They reviews the specifications and contacts you to validate and/or complete them with you. They supervises the creation of your website and presents it to you for validation before it is uploaded online. With your agreement, They transfers your website online and calls you to explain how it works.

3) The technical sales representative trains you and ensures your satisfaction

After the launch of your website, an advisor will visit and train you on how to modify its content (text and visuals). They will make sure that you are satisfied with everything.
They will also present you the statistics section so that you can monitor the progress of your site at any time.

They will visit you each year to review your tools' performance and your needs' evolution.

4) Customer service agents at your service

From the moment your site is launched, your best ally will be the customer service! Customer service agents are at your service throughout the duration of your contract to handle questions about our products and services, requests for changes, duplicate invoices...
Don't forget that our sales representatives are often on the road meeting clients. The best way to find someone on the phone is to contact our customer service on 1300 546 536 from 9.00 am to 5.00 pm Monday to Friday, or by email at service@linkeo.com.au