When building a website with TourismTiger, we work with you throughout the various stages of the process, including design, content writing, and the site launch. After the site goes live, we won’t simply give you the site and send you on your way without any support. Clients who build sites with us also have the option to subscribe to our monthly service, TigerCare(opens in a new tab) (TC), a comprehensive post-launch support system. While the Web and Design teams handle building, TigerCare steps in afterwards to launch the site and continue with the website management and maintenance.
Our TC service includes so much more than just web maintenance and monitoring, so we always schedule calls with new clients to introduce them to the service and everything it entails. TigerCare is an extremely valuable part of what we do(opens in a new tab), and also what differentiates us from other site design companies. For anyone considering a new website with us, but feeling on the fence about the monthly subscription that follows, this blog should clear up the ins and outs of the service and help alleviate any doubts.
Looking for more information about TigerCare? Be sure to check out Part Two(opens in a new tab)!
How Does it Work?
The service runs on a monthly basis and provides site support after launch to make sure that your website stays up to date. We offer advanced hosting, content and design changes, a new free page per month, and more. With TigerCare, we want our clients to maximize the lifespan of their site via the ability to make changes and updates. We have many clients who come to us wanting a new site because they had someone build it for them a year or two ago, and now it’s too difficult to change—or even worse: they have to pay extra every time they make a change!
We communicate mainly through email and all TigerCare members monitor a shared inbox. We are extremely proud to offer our service without any automated messages. Our customer support is human! Over the last 12 months, our first response times averaged out to 1 hour and 32 minutes. Our overall response time has been running at an average of 2 hours and 23 minutes. Actual resolutions vary depending on clients’ requests, but they are typically actioned in just under 24 hours.
What TigerCare Includes
On the Technical Side
Something that many people don’t recognize at first is that our TigerCare service includes advanced hosting. We don’t just take the site and store it on our servers, we also take care of more complex items on top of that. We make sure the site is on a CDN(opens in a new tab), or Content Delivery Network, so that it can be accessed globally at rapid speeds. The SSL, or the security certificate of the website, is also handled by TigerCare. We then ensure a force HTTPS protocol, so that no matter what people type in or click on to land on your site, the site will load securely.
Apart from the speed and security of the site, our advanced hosting also includes updates to the PHP version(opens in a new tab) and WordPress version of the site to make sure that there are no delays or bugs coming from old code. The site is backed up on a daily basis, so should anything happen, we can always revert to the previous day’s version of the site. As you can see, we do much more than just storing the site on our server and calling it a day.
Content and Design Changes
The bread and butter of the service, as we like to think of it, comes from our unlimited content changes on the site. This is also the most visible part of how we ensure that our clients’ sites stay up to date. If you want to change a headline, update a tour, remove or add an image or video, (and the list goes on), we take care of it with a simple email request. Anytime our clients need content edited, we are there to make sure it is done. As your business grows and changes, we are also there to support you. We encourage clients to look at their sites and send us changes as frequently as they can. Keeping photos, testimonials, and content fresh on the site shows Google that your company is still relevant.
Apart from content changes, we also include small design changes in our TC service. Most commonly, these are changes to buttons or flexi cards, the structure of some pages or the menu, or overlaying some text onto images. Like the content changes, these small design changes are unlimited. The only restriction to design changes is that we cannot change the base colors or fonts of the site.
One Free New Page Per Month
In order to allow our clients to grow their sites as well as maintain them, we also have a policy of adding one free page per month. Whether you are adding a fresh new tour, or a new page about sustainable procedures, we are there to help. We will build these pages and add them to the site, but clients are expected to provide the content and photos. We can write the content and source photos, but for an extra fee.
This policy runs on a no-rollover basis. For example, if a client did not ask for a free page in January, they would not be able to ask for two in February. To help clients understand, we always frame this policy as an offer to build a page for free that expires at the end of every month, and then we start the offer again at the beginning of every month.
Customer Service Matters
Another key to allowing clients to grow their sites is communication. We provide opportunities for clients to chat with us about how their business is doing and where it is headed, so that we can discuss what needs to be done on the website to accommodate their goals. Accordingly, we offer three review calls per year as part of your TigerCare subscription, so that we can have a back and forth conversation over video calls about things that don’t fit in an email. While we will go over site data and heatmaps in preparation for the call, the call is meant to be a platform for you to let us know your plans.
We also urge clients to express any criticism they have of the service during these calls so we can acknowledge and improve upon any mistakes, as we are always striving to improve. While we offer three review calls per year, this does not mean that we cannot have other calls with our clients throughout the year. If a client wants a call for back-end training, discussing plans, or even just chatting, they can easily request a call by sending us an email.
We Take Care of Your Site So You Can Focus on Your Tours
We want our clients to be able to operate tours without having to worry about their website management and maintenance. We monitor it for them and perform regular site checks to see that nothing is broken, that things are showing up well, and that all the plugins are up to date. We use two separate monitors on each site so that if it goes down, we are the first ones to know and can work on getting the site back up as soon as possible. Along with downtime, we monitor blacklists to make sure the site does not appear on any (Google and Norton(opens in a new tab) are the most common), and in the rare case that they do, we are able to submit a removal request within the hour of being notified that the site has been blacklisted.
Theme Updates
When you are on TigerCare, you also get access to any updates made on our custom theme, and, better yet, we take care of updating the theme on your site as well. Updates take place every month, usually with new features available, but can also be related to security, speed, or SEO. A report is sent out to notify all clients of what’s new on the theme. For features that are not automatically added, they can be easily added with an email response to the report. With the custom theme also comes technical support on the site. We have a dedicated team of developers who built the theme, and work with us in the case that any bugs pop up. More commonly, however, we will see people asking to integrate certain services, plugins, or software, which is included in TigerCare as part of this technical support.
What Does The Service NOT Include?
No Simple Hosting
As previously mentioned, we do advanced hosting. Even if we were to cut the unlimited content changes, free pages, theme updates, and site monitoring, we still wouldn’t be a simple hosting service. Along with storing the site on servers, we take care of security, monitoring, CDN, PHP, and WordPress versions. You would be hard-pressed to find a simple hosting service that includes all of these features.
SEO Experts
Clients commonly mistake TigerCare for a service that has SEO expertise. We do not claim in any way to be experts on the topic. The beast that is SEO really is a service in and of itself, which is why there are entire companies and firms that specialize in deciphering all that goes into it.
On the other hand, the main purpose of the TigerCare service is support. While we are not experts on SEO, if any of our clients were to reach out to an SEO firm that tells them, “we need to do XYZ on the site,” we come in to help out. We also offer additional services outside of TigerCare that focus on specific, key parts of SEO: keywords(opens in a new tab) and backlinks(opens in a new tab).
Blogging Service
Finally, TigerCare is not a blogging service. As part of the introduction to TigerCare, we always share a video outlining how easy it is to add blogs to your site. And of course, if there is a technical issue with the blog, TigerCare can help, but we do not write or publish blogs as a part of the service. However, blogging is an important tool(opens in a new tab) for sites, and we do offer a separate TourismTiger blogging service(opens in a new tab), just not as part of TigerCare.
Why TigerCare Is the Smartest Move for Your Website
TigerCare is more than just a web maintenance plan. It’s an ongoing partnership that is designed to keep your site running smoothly. We are here to help you continue growing your business and reaching your goals. TigerCare ensures that your website doesn’t just sit online. We ensure that it works for you. We created this service with our clients in mind, to remove stress, simplify updates, and help you stay focused on what you do best: running amazing tours. If you’re building a new site with TourismTiger, or already have one with us, TigerCare is the key to making sure your investment stays sharp, secure, and up to date.
If you’re serious about growing your business, your website is one of the best places to start. We’ve put together a free Website Checklist specifically for tour and activity operators to help you identify website mistakes, improve conversions, and make sure your site is truly working for you. Enter your contact info below and we’ll send it right to your inbox. No fluff – just clear, practical steps to help you make your website work smarter.
Your website might look fine – but is it performing?
Let’s find out!
"*" indicates required fields