Frequently Asked Questions (FAQ)

Have a question? You might find your answers here!

1. Where can I find tutorials and guides?

You can find them in our Knowledgebase.

 

2. What is your support hours?

We provide email and from Mondays to Fridays, 9AM – 5PM. Phone support is available for selected package customers only.

 

3. Will you help to backup the system for me?

We will set-up a daily/weekly automated backup upon request. However, we strongly encourage our clients to do their own backup for safety purpose. Make sure you download a copy of the backup into your local PC as an extra precaution step.

 

4. The website is done but I have no sales, will you help?

Yes. On top of ecommerce website design service, our company also provide SEO, Google advertising, Facebook advertising, email marketing and other online marketing services which can help our clients to boost their sales online. Kindly contact us for more information.

 

5. My website is down / email is not functioning and I can’t contact you because it is after support hours.

Our support hours is not 24/7, however, our hosting partner is. Website performance and email issues lie within the hosting server and provider side, so you will need to contact our hosting provider and escalate your issue to them in order to get a prompt and accurate support.

Hosting partner contact will be provided to you once the website is completed.

 

6. I accidentally delete an item / change something and now my website is acting weird or malfunction, will you help?

Once again, we strongly recommend you to do a full backup before you attempt to do anything you aren’t familiar with. In the case of accident, we will try our best to restore it for you at an extra charge.

1. 30+ Standard Features

All our plans from Professional, Deluxe to Ultimate consist of 30+ standard features come pre-installed. These features are listed in our eCommerce page.

 

2. FREE Lifetime Domain (.com/.com.my)

All our plans come with free lifetime domain name! As long as you renew your subscription with us yearly, we will renew your domain name for free!

 

3. Unlimited Products & Categories

Our platform does not limit on how many products and categories you can create inside. However, take note that there is a space limit in your hosting plan, so if each product takes 1MB of space, you can upload almost 100,000 products on our Ultimate plan.

 

4. Unlimited Email Account

You can create as many email accounts as you like, there is no limit in your hosting plan! However, take note of the space your email use as there is a limitation on your storage space (Ultimate plan has 100GB storage).

 

5. 25GB/50GB/100GB RAID10 Storage

Depending on which plan you sign up for, you will get different amount of storage space in your account. These storage are setup in RAID10 industry setting which provides faster site performance and better protection of your data.

 

6. 100GB/150GB/200GB Monthly Data Transfer

Depending on which plan you sign up for, you will get different amount of monthly data transfer in your account. Data transfer is the amount of data that is transferred between your website and your visitors browser. If the file size of your webpage is 500KB and the page also makes use of two 50KB images, then every visitor to the page will download 60KB of data.

The more visitors your website has, the higher monthly data transfer you will need!

 

7. Responsive Design

The eCommerce website created by us are in responsive design, which means the website will adapt to the layout when it is browsed using mobile, tablets and desktop. This makes sure your website does not display in full desktop view while in mobile so it is not hard to navigate.

Responsive design is NOT mobile app. Besides, this doesn’t guarantee your website will have full functionality in every single mobile devices in the world.

 

8. 2/4/6 Sliding Banners Design

In your homepage, we will design insert the fancy sliding banners to enhance your website’s first impression. The number of banners we will design for you depend on your plan. Any additional banner you require us to design will be charged at extra.

 

9. SEO Friendly & Auto Generate Tool

By SEO Friendly, we mean that your website URL will mostly be in canonical URL and not dynamic. This makes sure that your website link is readable by most search engine.

By having SEO Auto Generate Tool, you can easily use it to generate Meta Title, Meta Description, Meta Keywords and URL by a single mouse click, which saves you A LOT of time!

Both of these doesn’t mean that we will do any keyword research or manual SEO write-up for you, and it doesn’t guarantee ranking!

 

10. Bulk Upload Products

Uploading product 1 by 1 in the web user interface may be easy but it is also time consuming when you have more than 50 products to upload in 1 shot. With this feature, you can use Excel in .csv format to upload all your products easily.

 

11. Zopim Live Chat System

We are using Zopim Live Chat system so that you can chat with your visitor in real time in your website if you want. This feature can also be disabled. Your Zopim Live Chat account is Lite Plan and can only have 1 agent and 1 concurrent chat, should you need more, you can always upgrade your plan with Zopim.

 

12. Support Multiple Payment Gateways

Our eCommerce system supports multiple payment gateways, those included FREE are: Manual Bank Transfer, Cash on Delivery, Free Checkout, Amazon Payments, Authorize.Net, Moneybookers, PayPal, PayPoint, SagePay and 2Checkout.

For Malaysia customers, the system also support MOLPay, Webcash, iPay88 and eGHL payment gateway. However, the sign-up fee for these payment gateway is NOT INCLUDED.

If and only if you apply MOLPay or iPay88 payment gateway account through us, you will be eligible for free integration. Else, we will charge RM500 one time fee for payment gateway integration.

 

13. Product Filter & Refine Search

The only filter that the default system has is browse by category, sub-categories or by brand. With product filter and refine search, your visitors can refine their products search by options, such as filter the product list by colors, size and price.

Example: Your customers can scope down his search by specifying Blue Color, M Size and below RM500, then every products which fulfilled this criteria will be shown.

 

14. Social Accounts Login

With social accounts login, we will install the module to your eCommerce website. By default, we will place it on the bottom of the site, if you wish to place it on your preferred custom position, we will charge RM100 one-time fee for customization.

This feature allows your visitors to sign-up or login with Facebook, Google+, Twitter, Instagram, PayPal, LinkedIn or Pinterest account without needing to register an account in your online store. This feature can be disabled.

 

15. Facebook Store

For Deluxe and Ultimate plan customers only. Upon request, we can install a new ‘tab’ or Facebook App on your Facebook Page which will link to your online store.

We can also create an integrated store within the Facebook app however, this can only pull 20 products from your store and the design is limited by Facebook restrictions, so it will not follow your website’s design.

Should you need more products to be pulled to Facebook, you can contact us for more information on the pricing plan.

 

 

16. Auto Photo Watermark

Only for Ultimate plan customers. All images you uploaded will be automatically watermarked with your Logo, text or any images you have set in the system. This saves you time so that you no longer need to edit every single images by adding your own watermark.

 

17. Auto Follow Up (Abandoned Cart)

Only for Ultimate plan customers. Did you know 90% of the sales in eCommerce stores are lost in the Cart/Checkout page? With this feature, you can now view customers who abandoned their cart or exit while on checkout page and send them a follow up email automatically, and even offer the a coupon for discount to bring them back!

 

18. Secured Site with SSL Certificate

Only for Ultimate plan customers. Your plan include 1 SSL Certificate which can help to secure your website on information transfer between your visitors and your server. It will also display a padlock on the visitors’ browser to strengthen their confidence in buying from your online store!

 

19. On-Page SEO Optimizations

Only for Ultimate plan customers. With our help, you can provide us with up to 3 keywords of your choice, and we will optimize the Meta Title and Meta description of 10 of your products for free! Any additional keywords or products optimizations will be charge at extra.

 

20. Search Engine Submission

Only for Ultimate plan customers. We will submit your completed eCommerce website to more than 20 search engines for FREE upon request.

 

21. RM300 Google Advertising Credit

Only for Ultimate plan customers. Your new eCommerce website couldn’t have traffic and visits without advertising and promotion! Upon request, we will spend RM300 in a month to advertise your website in Google AdWords. With your own chosen keywords, your website will appear in Google search result! This service will be fully manage by us!

 

22. Business and Marketing Consultation with our Experts

Only for Ultimate plan customers. Our team are made up of industry experts and eCommerce professional who have great experience in business marketing and eCommerce marketing.

Consult us any time by sending us an email and we will assist you with our knowledge as much as we can!

 

23.  Email and Phone Support

Support is provided for free to all customers for all plans. Email is the only support we can provide for Professional plan customers, while Deluxe and Ultimate plan customers can call us on our business hours for support issues. Maximum of 2 hours phone support in a month, from 10AM-4PM, working days only. Phone support is available for the first 3 months after sign-up.

However, take note that support and customization/feature requests are different. If you need customization or require new features, this will be charged at extra.

1. Is there a minimum contract duration for Google AdWords management service?

Yes we have a minimum of 3 months contract for Google AdWords service. However we do offer a 1 month demo as well.

 

2. Will you be managing my AdWords account or you will be using your account?

Usually we will manage the account in our MCC (My Client Centre) account to facilitate our management. We can add you as a read-only user to your account so you can access and view the running ads. We can also manage your account on your behalf however that is available for minimum 6 months contract.

 

3. How much will it cost me?

You can choose a package that is suitable to your budget or let us know your budget range so we can customize a plan for you. Kindly contact us for more information and get the e-brochure for our service.

 

4. Do I need to design the banners myself?

No you don’t need to, if you sign-up for Display Campaigns we will design the banners for you, though you can provide us with artwork that you wish to include in. If you have your own design team and would like to use your own banner, please prepare your banners in the following sizes: 160×600, 300×250, 468×60, 728×90

 

5. Can you explain brief how does Google AdWords work?

By running Search campaign, we are bidding on keywords that are related to your industry, product or service. For example if you are selling phone accessories, we will bid on keywords like ‘iphone case’, ‘iphone accessories’, ‘samsung charger’ etc. So when people perform a search with those keywords or a close variations of the keywords, your website link and Ad will appear on the first page result.

For Display campaign, we can place your company or product banners on Google Display Network, which consist of a lot of websites in the world, such as thestar.com.my. malaysiakini.com, blogspot.com, mudah.my and many more! We can also specifically target websites that are closely related to your company, such as website that talks about your product, or compare companies within your industry.

As for Remarketing campaign, for all those visitors who previously visited your website in the last 30-60 days, we can show your banner ads to them again in order to attract them back to your website to make a purchase or perform an action. This is very useful in situation like when they can’t make up their mind in the first time they visit your website, they can come back a few days later as you reminded them again with remarketing ads.

 

6. How do you target my potential customers?

We’ll first study your business and your competitors. You can provide us as many data as possible such as the demographic profile of your most profitable customers, what your competitors do and so on for us to formulate a better strategy. We use different strategy such as demographic, location, interest, website placement, keywords to reach your potential customers.

 

7. I don’t have a website, can I still do AdWords ads?

Yes, if you don’t have a website, you can either sign-up one with us, or we can do call-only search ads. This is where we can place a text ad in Search result and place your phone number in there so people can call your business phone directly without visiting your website. However, we strongly encourage you to have a website as the potential to grow with a website is so much more.

 

8. How much I need to pay to kick start my campaigns?

You only need to pay the first month advertising budget + 3 months management fee. You can pay the advertising budget for next month in the subsequent month.

 

9. Can I upgrade or downgrade my plan or budget during the contract period?

You can upgrade or downgrade your advertising budget during the contract period. However for downgrade, our management fee will remain the same.

 

10. How can I know the result? Will you provide report?

Yes we will give you a monthly report after 5-7 working days the campaign is finished. If your campaign starts at 1 Jan 2016 and ends on 31 Jan 2016, you will receive your report no later than 8 February 2016. You will be able to see the total clicks, total impressions and some other performance details of the campaigns.

 

11 How many clicks and impressions can I expect?

Depending on your budget and industry, please contact us and we’ll prepare a proposal for you with an estimated clicks and conversion, free of charge!

 

1. Is there a minimum contract duration for Facebook Ads management service?

Yes we have a minimum of 3 months contract for Facebook Ads management service. However we do offer a 1 month demo as well.

 

2. Will you be managing my Facebook Ad account or you will be using your account?

Usually we will manage the account in our own Facebook Ad account to facilitate our management. We can also manage your account on your behalf however that is available for minimum 6 months contract.

 

3. How much will it cost me?

You can choose a package that is suitable to your budget or let us know your budget range so we can customize a plan for you. Kindly contact us for more information and get the e-brochure for our service.

 

4. Do I need to design the banners myself?

No you don’t need to, though you can provide us with artwork that you wish to include in but make sure they are 20% or less in text.

 

5. Where will my ads appear?

Your ads can appear on user Newsfeed (centre area), side column (on the right), mobile newsfeed and even Instagram. You can choose to opt out from side column if you feel it’s ineffective.

 

6. How do you target my potential customers?

We’ll first study your business and your competitors. You can provide us as many data as possible such as the demographic profile of your most profitable customers, what your competitors do and so on for us to formulate a better strategy. We use different strategy such as demographic, location, interest and behavior to reach your potential customers.

 

7. I don’t have a website, can I still do Facebook ads?

Yes, if you don’t have a website, you can either sign-up one with us, or we can do Facebook Page Likes ads or engagement posts ads.  However, we strongly encourage you to have a website as the potential to grow with a website is so much more.

 

8. Can I upgrade or downgrade my plan or budget during the contract period?

You can upgrade or downgrade your advertising budget during the contract period. However for downgrade, our management fee will remain the same.

 

9. How can I know the result? Will you provide report?

Yes we will give you a monthly report after 5-7 working days the campaign is finished. If your campaign starts at 1 Jan 2016 and ends on 31 Jan 2016, you will receive your report no later than 8 February 2016. You will be able to see the total clicks, total impressions and some other performance details of the campaigns.

 

10. How many clicks and impressions can I expect?

Depending on your budget and industry, please contact us and we’ll let you know an estimated clicks and impressions you can get based on your budget.

 

1. What’s the difference between SEO and Google AdWords?

SEO is a process of correcting your existing website, optimizes your site in terms of keywords and articles and then get other websites to point to your website in order to boost your position on search results.

Google Adwords is an advertising method offered by Google that let you place advertisement on the top or right hand side of the search results pages on Google.

In comparison, SEO is more a natural and long-term strategy to get traffic, while Google AdWords is a paid form of method to get instantaneous traffic and result.

 

2. Why you need SEO?

You can’t expect your website to rank on the top or even the first page by just creating your website. It requires a lot of effort to bring your website to the top result of search engine, and this process is usually very time consuming and costly, that’s why people choose to outsource most of the time.

 

3. Can you guarantee my website to rank at the first result?

Very common question asked among our customers. Imagine this, we’re not working inside Google and we don’t control the search result by ourself, so how can we guarantee Google will rank your website at the first result?

However, with all our efforts which are all abide by Google SEO rules and code of conduct, we can ensure your website can rank much higher than it is for the keywords after you signed up for our service as compare than you do not do SEO at all. We usually achieve first page result for all our clients.

A word of advice though, do not believe in those cheap SEO service that guarantee you first-page or first result. Most of the time they are using Blackhat SEO methods which will bring your website to the first page very fast, and once it’s detected by Google team, your website will either get banished forever to drop to a ranking so low that no one will ever find it again. This is very difficult to rectify so pay great attention on this.

 

4. Any minimum contract duration?

Yes, we have a 6 months contract duration for our SEO package. As SEO is a long-term strategy and require constant efforts to achieve a result, 6 months is the minimum and best duration to do it.

We do not force you to sign a 6 months contract, you can also opt for 1 or 3 months, however result will not be guaranteed.

 

5. What’s the price?

Kindly contact us and provide us some information regarding your website. Ue the form in this page for use to better analyze and to give you a more precise advice.

 

6. If I stop doing SEO after 6 months, will my ranking drop?

We can not guarantee your website ranking will stay at the same position forever, as Google is constantly changing their algorithms and updates. Our advice is to do SEO consistently throughout a year to secure your ranking position.

 

7. Why do I need to do SEO if I’m already running Google AdWords

If you stop spending in Google AdWords, your website will not appear in search result anymore. SEO gets your website in the organic search result, so it’s consider a ‘free’ advertising once your website rank high enough. Additionally, once your website rank high enough, you can stop or cut down on SEO expenses, but as for AdWords, the lesser you spend, the lesser result you will get.

 

8. What is the payment term? As 6 months contract can sum up to a large amount of upfront payment.

We only collect the payment for first 2 months, subsequently you just need to pay bi-monthly, so the upfront payment is lowered down for you.

 

9. Do you provide report?

Yes we provide monthly report for your keywords ranking, on-page SEO report and backlink report.

 

10. Is there any risk?

Signing up SEO service with us is zero risk, hassle free. We use only 100% white hat SEO method and that won’t put your website or you into any trouble.

 

Contact us today and let us guide you! Or Call 013-5980 563

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