Frequently Asked Questions

Billing

How do you charge your management fees for PPC?

Our PPC management fees are typically invoiced at the beginning of each month, in respect of PPC management for that calendar month. This will be as per the agreed monthly management fee.  The invoice is emailed out to you and your credit card is charged a few days later. We do not have any long-term contracts, and management can be terminated at any time, subject to the management fee being fully paid for the calendar month.  We may also accept alternative payment methods by arrangement only.

How does Google charge me for the cost of clicks?

The most common method of paying for the cost of Google AdWords clicks is by automatic payments charged to the primary credit card on record.  If the primary card fails, attempts will be made to charge any backup credit card(s) on record.

Automatic payments occur after a threshold spend has been reached (typically $500) or 30 days, whichever comes first. The threshold spend can vary depending on history and spend of the account.

Google AdWords does NOT send out notifications when the credit card is charged. If you have admin access to the AdWords account, you can see billing information in the Billing Section of the Account Settings. This includes all historical charges.

When do you charge management fees?

Our regular management fees are invoiced on the 1st of each month and charged to the credit card on record a few days after, usually between 13th and 15th of the month. Invoices sent out after the 1st, may be charged at any time. All invoices are sent by email.

Call Tracking

Can the Call Tracking forward calls to different numbers?

Yes, there are several ways to do this. Two popular options are:

1. You have multiple numbers (usually office and mobile) that the tracking calls are forwarded to. They will ring simultaneously, and you only answer on the first number that picks up the call.

2. You have an office number during business hours and a mobile number after hours. We can set up scheduling so that calls are forwarded based on a schedule.

How do I block a specific caller?

If you are receiving unwanted calls on your tracking numbers from solicitors or spam callers, there is a way to block them:

While in your Call Log (under Calls in the Main menu), look to the far right column and click the Flag button under Actions, for the caller you wish to block.

Note: When blocking, you can choose to block a number from calling or a cname (Caller ID). You can manage your list of blocked callers by going to Calls> Blocked Callers, as well as seeing how many times a particular call has been blocked.

Note: There are also options to block calls agency-wide, the details of which can be found here. To view the blocked calls for your agency, go to Numbers> Blocked Callers, and in the upper right hand corner, click All Accounts.

Note: Be careful about blocking general callers by cname (Restricted or Not Available) because many legitimate callers may simply have a blocked caller ID.

This is a summary. Read the full article here at CallTrackingMetrics.com

How do I change the number to which I forward calls?

1. Ensure you are logged in to the correct account.

2. Click on Numbers in the Menu, then Tracking Numbers.

3. This brings up the list of tracking numbers on the account.

4. If there is no “Bridge” number, then the following steps need to be done for each tracking number. If there is a Bridge number, follow the steps to edit the Bridge number only.

5. Edit the number(s).

6. Under Dial Routing, select correct Dial Number. If it does not appear there, then you need to Add Receiving Number first. When finished, click on Save & Edit.

7. When you have finished editing the Bridge/tracking number(s), go back to Tracking Numbers and ensure that your changes have saved.

How do I port numbers to my Call Tracking Metrics account?

You can “Port” numbers to your account in the US and Canada only. Here’s how to do it:

1. Click here to create your port request. Or, go to Numbers> Port Numbers.

2. You will get an email asking you to submit two documents: a) a copy of your bill from your current carrier, and b) a signed authorization form (LOA).

3. Ensure that you have already created the CallTrackingMetrics accounts where the numbers will be housed. In order to avoid downtime during the port, you should keep your account active with the losing carrier until the number has completely ported over.

4. Allow up to 4 weeks for the port to complete.

Updates will be sent via email about how the port process is going for your numbers (approvals, rejections, etc.) as well as the date that your port is to be scheduled.

This is a summary. Read the full article here at CallTrackingMetrics.com

How does Dynamic Number Swapping work?

The phone number on your website can dynamically change based on the source of the visitor. This is the key to call tracking – finding out where calls are coming from. Thus someone visiting the website via a Google Ad will be shown a different number to call than an organic visitor.

Based on the calls to various tracking numbers, you have immediate feedback on the number and quality of leads being generated by each of your various marketing efforts. Here’s how that works:

1. Each time an ad (Google Ads, for example) is clicked through, a cookie is assigned to the source (visitor), which the call tracking system uses to decide which number to generate.

2. So, if you decided to run a test click through your ad, you should see the Adwords number appear instead of the regular website number (and so on, for various sources)

3. HOWEVER, you would actually continue to see the Adwords number for 30 days from your IP, given the ‘shelf-life’ of the cookie, even if you typed a direct URL. This 30 day period acts as a safety net because someone who came in through an ad might not call right away, for example. If they do so within 30 days, however, then it can still be counted as a conversion attributable to Adwords, which is where the caller came from initially.

4. For testing purposes, the way to get around the cookie is to open an Incognito browser, then type the URL directly to see if the Organic/regular website number appears. You might then test if the correct number appears for other sources, by mimicking a click-through from them. Here’s how to do this for Adwords, specifically:

5. For example, for testing the number swapping for Google Ads, appending “/?gclid=test” to the end of the website URL effectively mimics a click-through from a Google Ad, allowing you to see the dynamic number swapping in action, without having to click on the ad.

What are the different kinds of Tracking Sources?

Tracking sources (or advertising channels) are categorized as onsite or offsite.

Onsite sources drive traffic to your website. When a visitor clicks through this type of advertising channel, they arrive at your website to view the dynamically-generated tracking number. For this functionality, you must install the following code on your website, found here. 

Offsite sources refer to tracking numbers appearing OFF of your website, such as in a TV or print ad (not dynamically generated).

Most of the onsite and offsite sources are already pre-programmed in the CTM system and you can manage them in the “Tracking Source” dropdown when configuring new tracking numbers on the buy numbers page.

You can always update/change the source for a tracking number by going to the manage tracking numbers page and clicking “edit” in the tracking source field. To add custom sources, visit the tracking sources page and then input the desired tracking numbers. Read more about creating custom tracking sources. 

Here are the recommended (pre-programmed) sources:

Ad Extension (offsite)

Place these tracking numbers in your Google Adwords Ad Extensions. Once you have purchased the numbers and associated them with this source, go into Google Adwords and add them as extensions.

Bing Paid

Displays tracking number to visitors to your website who click through from a Microsoft Adcenter ad. Click here for instructions.

Bing Organic

Displays dynamically to visitors coming from a Bing search. Visit calls by search term to track popular and discrete search queries.

Direct

Displays dynamically to website visitor who go directly to the URL (i.e. they type the URL into their navigation bar).

Email (offsite)

Refers to a phone number that you can strategically place in your own emails. Click here for instructions.

Facebook 

Displays dynamically to visitors to your website who have clicked through from Facebook. To place a tracking number directly on your Facebook page, you should purchase a separate number and set it up with a new offsite source named (Facebook).

Google Adwords

Displays dynamically to visitors to your website who have clicked through from a Google Adwords ad. Ensure you have autotagging enabled in your Adwords account.

Google Maps (offsite)

Place these tracking numbers in your Google Maps Business Profile, to track visitors calling the number found exclusively in your business listing. So, if they click through to your website, the Maps number does not follow them- instead, the number displayed on the website will be dynamically generated and tagged as Google Organic.

Google Organic

Displays dynamically to visitors coming from an organic Google search. As in Bing Organic, you can view the search queries that visitors used in the call reports, found under Reporting > Call Reports > calls by search term.

Referral

Displays dynamically to visitors to your website who are coming from ANOTHER website. If you are tracking other sources, they will trump this source. Referral can be thought of as a catch-all source for referral sources of traffic to your website. We would recommend breaking out major referral sources like Google Organic, Adwords, Bing etc separately for data quality purposes. 

Television, Radio and Print (offsite)

Place these tracking numbers in your ads so that as visitors see or hear the ads, they can call the number.

Twitter & Youtube

Displays dynamically to visitors coming from Twitter or YouTube to your site.

Website

Displays dynamically to ALL visitors to your website, whether direct or through another website. Calls that come in through this tracking number are recorded as the source: website.

Thus using a wide variety of the tracking sources above contributes to a clearer picture of where calls are actually originating, letting your business get the best possible return on its strategic investment in Call Tracking Metrics.

This is a summary. Read the full article here at CallTrackingMetrics.com

Do you manage Facebook Ad Campaigns?

Yes! We do manage Facebook Ad Campaigns.

Savvy Search Marketing is proud to offer Facebook Ads Management Services. You can define geographic areas and get targeted traffic to your website based not only on demographic information, but also on interest and behavior-related metrics. You can set spending caps and easily adjust your Facebook Ads budget. See what’s working with regular Reporting & Analytics. Then do it again!

For more information about our Facebook Ad Campaign Management services, please email us, use our Support Page, or call 1-855-712-9772 right now!

How Can I Track My Facebook Ads in Google Analytics?
This is how you can track your Facebook Ads in Google Analytics. When you create the ads, you have to provide the URL of the website which ads will land on.  Normally, you would just paste: http://myhomepage.com

INSTEAD, you want to create your own unique tracking URL here > https://raventools.com/marketing-reports/google-analytics/url-builder/

Step 1: Fill out the fields as below, and ignore the optional boxes. The only thing that will be unique is whatever the name of your Campaign is in Facebook

 

How to create a custom url in Raven for Facebook Google Analytics.

 

Step 2: The last field will automatically create a Code that you can click to Copy.

Step 3: That’s it! Simply copy and paste this URL exactly where you would put your website when creating your ads on Facebook, and it will tag each Facebook visitor while taking them to your website.

Step 4: Make sure to test your ads in Preview so you make sure the link works and takes people to the website in Preview mode.

Finally: When you get your Google Analytics Reports, you will see facebook / cpc among the sources, and if any of those visitors converted it will show a ie. a “Goal Completion” = Call

 

Google Adwords

What are Remarketing Campaigns?

Remarketing Campaigns shows Display and Text ads on third party websites to people who have recently visited your website. This is very effective as it is a low-cost way of reminding your prospects about the services that you offer.

When someone visits your website, a Remarketing Campaign recognizes this fact and can display your ads to that user on other websites in the future. The user, who is already familiar with your business after their initial visit will be reminded of your services and have the opportunity to click back to your site again for another look.

We can set up a Remarketing Campaign along with your existing Adwords campaigns. Send a Support request and we’ll get you started.

Want to know more? Watch this video:

What are Search Partners?

“Search Partners” refers to third-party websites in the Search Network that partner with Google to display your ads.

  • Search partners extend the reach of Search ads to hundreds of non-Google websites (like AOL), as well as Google Maps, YouTube, and other Google sites.
  • Through search partners, your ads can appear on search results pages, on-site directory pages, or on other pages related to a person’s search.
  • With Shopping campaigns, your Product Listing Ads can appear on search partner sites that display and link to products for sale.
  • Search partners are included within Search Network campaigns by default, but you can choose NOT to show your ads on search partners by deselecting the “Include search partners” checkbox as you create a campaign.
  • When you deselect “Include search partners,” your ads are eligible to show on Google Search and Shopping only, triggered by keywords as usual.
  • The clickthrough rate % (CTR) for ads on search partner sites doesn’t impact your Quality Score on Google.com.

This is a summary. Read the full article here at Google Support.

Google Business Pages

How do I delete an old Google Business Page?

It is common for businesses to have ended up with multiple Google Business pages over the years. Once you identify the best Business page to have, it’s a good plan to delete obsolete pages. To do this, simply:

  • Log in to Google Plus at https://plus.google.com/
  • Click on the Dropdown Menu n the left (Home is highest option)
  • Click on Pages
  • This will bring up all the Business pages within the account
  • Identify the obsolete page and click on Manage this page
  • Note that you must be an Owner of the page to be able to delete it
  • In the header of the page, click on the Settings Wheel (top right), then click Settings
  • Scroll down to the bottom of the page
  • The very last item in the content area is a small link to Delete Page. That’s it!!
  • If you don’t see Delete Page then you probably do not have Owner rights
  • Be extremely careful that this is an obsolete page that is no longer needed
How do I grant manager access to my Google+ Business Page?

By following these simple steps, you can grant manager access to your Google+ Business Page:

  1. When logged into your Gmail, Go to your Google+ at https://plus.google.com/
  2. Hover over “Home” on the left-hand side to reveal a drop-down menu
    DropdownMenu
  3. Click on “Pages”
  4. All pages you currently Manage will be shown here. For the desired Page, click “Manage Location”
    Page
  5. At the top right of your screen, click the circle containing your Profile image, then select “Settings”
    Profileimage
  6. In the grey menu bar, click on “Managers”
    Menubar
  7. This brings up the Settings Menu. One of the choices is Managers
  8. Click on “Add Managers”, Note that you will only see this option if you are the Owner of your Business Page
  9. Enter the email of the person you wish to invite to manage your Google+ Business Page, then click “Invite”

LiveChat

How do I connect LiveChat with Google Analytics?

LiveChat is an excellent tool, and its results should be featured in your Google Analytics along with the rest of your traffic data. In order to do this, you need to install the Google Analytics app in the LiveChat settings. To install the app, follow these steps:

1. Log into LiveChat, go to Settings at the top, then Integrations in the sidebar and choose Google Analytics. Or you can go directly to this URL:

http://www.livechatinc.com/integrations/analytics/google-analytics/

2. Press the “Install App” button.

3. Press “Install” on the page that describes the LiveChat -> Google Analytics system.

4. You should get a confirmation message indicating the process was successful.

Once those steps are done, LiveChat is ready to send data to Google Analytics. Depending on how your website is set up, this may require a few extra steps, especially if Google Tag Manager is being used, which is the case in most instances. Send us a Support Request, letting us know you’ve followed the steps above and asking us to make sure analytics is set up correctly.

How do I disable LiveChat temporarily?

LiveChat displays its widget on your site based on the availability of agents. If no agents are available, the widget becomes a contact form instead of a chat. To make yourself unavailable, follow these steps:

1. Log in to https://my.livechatinc.com.

2. Hover the cursor over the agent name at the top-right.

3. Select “Don’t accept chats”

4. Repeat Steps 1 to 3 for all applicable agents.

To enable LiveChat, follow the same steps, choosing the “Accept chats” option instead.

How do I enable a custom Pre-Chat Survey?
1. Go to the Pre-Chat Survey section of the control panel.

2. Ensure that you check the box on the right to “Enable pre-chat survey”.

3. The default selection shows Name and Email. If you want to add a new field or question (City, for example) look under Add A Field” to manage survey questions. Make sure to Save Changes when finished.

4. Finally, to make a field *Required, hover over it in the survey creation screen, then click REQUIRED.

5. Confirm all fields are correct and Save Changes.
How do I use LiveChat?

This question needs an in-depth answer. Luckily, LiveChat has created the “Agent’s Handbook” which explains everything from logging in to handling tickets:

http://www.livechatinc.com/kb/agents-handbook

Once you’re all set up and running, be sure to contact us to ask about making sure your chats are being logged in Google Analytics for even better conversion tracking.

Mobile Apps

Can you develop my Mobile App?

Yes! We can help you design and create your mobile app, including:

  • Apps that feature your products/services
  • Business catalogs, menus, or other resources
  • Quiz / Survey apps
  • Educational games
  • And anything else you can think of!

Send us a message from our Support Page or email support@savvyk.com to contact us about app development services.

I have a Mobile App. Can you maintain and update it?

Yes! We not only develop new apps, but will take on the maintenance and updates for existing apps as well.

Use our Support Page to contact our team and find out how we can help you.

Referral Program

How do I register for the Referral Program?

There is no need to register for our referral program or jump through any hoops. Our referral program is simple. Just fill out our Referral Form anytime you want to refer a friend or business associate and let us do the heavy lifting. If they sign up for our online marketing services, we’ll contact you about your reward.

How does the Referral Program work?

It’s the simplest referral program you’ll come across. There’s no registration, no links, and no affiliate numbers. Simply fill out our referral form anytime you want to refer a potential client our way. If they sign on with our services, you qualify for a $100 gift card.

Please read our Referrals page for full details.

SEO Services

Can you write custom content for my site?

Yes, Savvy Search Marketing can provide its clients with custom content writing services.  As part of our SEO service packages, we can write custom content, blog posts, etc on an ongoing basis.

For more information about our Content Writing Services, please email us, use our Support Page, or call 1-855-712-9772 right now!

Do you provide SEO services?

Yes, we provide a range of SEO services customized to your needs.

For more information about our SEO Services, please email us, use our Support Page, or call 1-855-712-9772 right now!

WordPress

Can I access my website content?

Yes! We are firm believers in providing our clients access to the content of their own websites. If we have built your site and are managing it, you should already have been given a login. If you are unsure how to log in, or don’t have your username and password, please use our Support Form to request it. We can also arrange a short training session to get you up to speed with making edits to your pages and adding blog posts.

Can I add video to my website?

You can definitely include video in blog posts and pages. We recommend you upload your videos to YouTube, which can then be embedded on your website. Not only is YouTube extremely functional across platforms, but just having it on YouTube is one more way to promote your business.

Once you have a video uploaded to YouTube, follow these steps:

1. Open the video in a browser.

2. Below the video, click “Share”.

3. In the section below, click “Embed”.

4. Copy the HTML text that will look something like the following:

<iframe width=560 height=315 src=https://www.youtube.com…


5. Paste the code into your blog post or page. Be sure you are using “Text” mode and not “Visual” when editing the post or page when you do this.

6. If you are unable to add this yourself or have a special request, please paste the HTML text into a Support Request.

Can you convert my site to WordPress?

Yes! Converting static HTML websites or sites in other formats into WordPress is one of the services we provide. Your new WordPress site will be modelled after your existing site in terms of look, feel, and colors, but it will be mobile-friendly, and have all of the great WordPress features you need for easy site maintenance. If you want a complete site re-design, we can work with you on that as well.

Use our Support Form to connect with us and tell us what you need.

WordPress tells me there is an update. Should I do it?

Keeping software up to date is important to maintain strong security as well as keep up with bug fixes, etc. Most of the time, doing updates works very smoothly. However, you should be cautious, especially when updating WordPress itself. The WordPress update is not as simple as other application updates. Don’t hesitate to use our Support Page to ask us to help determine the status of your site or to confirm that your site is backed up before proceeding.

youcanbook.me

Can I use youcanbook.me on my website?

Definitely! We have already installed the youcanbook.me functionality on a number of websites. You can choose to have the calendar embedded into a page on your website, or have a link to the calendar on youcanbook.me.

To start, create an account on youcanbook.me, then use our Support Page to request that it be placed on your website.

Can youcanbook.me be tracked in Google Analytics?

Yes. There are two ways for this to be done.

One method is to track an event each time your YouCanBook.Me link or button is pressed. This will set a Goal Completion in Google Analytics, although it may not correlate exactly with your bookings because once the user leaves your site, we cannot track any further activity.

The second method requires a paid account with YouCanBook.Me. Using this method, the user is redirected back to a specific page on your site after making a booking. The benefit to this method is that these Goal Completions are directly tied to the successful booking of an appointment.

Depending on your situation, please submit a Support request to have us set up this tracking for you.