Frequently Asked Questions - FAQ
Find answers to frequently asked questions. For further information, please contact Customer Service.
In order to help you from distance, we propose you
to download the Team Viewer software by clicking on the link below.
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 24 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 home page.
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 project manager 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
- your logo
- the photos you want to include on the website (if necessary our webmasters will include standard stock photos)
It is also essential that you specify:
- the chosen graphic template
- 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 personalized follow-up from the sale to the creation of your website. His 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: From your administrator area, you have access to the pages of your site (to modify the text and visuals independently) as well as a statistics section. 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 three 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 anytime to answer your questions or to liaise with your project manager.
Does my site belong to me? What about my domain name, my photos/videos, my email addresses?
Elements (items) you own:
Elements such as texts, 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 (administrator area) is a Linkeo creation and property. 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 e-mail (in a compressed file format) as soon as your service has been paid in full. To do so, simply send your request to email@example.com.
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.
E-mails: 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 (firstname.lastname@example.org). 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. You can get 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 a modification on your website? Change a photo, adjust your menu tabs, complete your contact information, etc. There are two possibilities:
- 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 (8:30am to 5:30pm) to do them for you.
All you have to do is send your requests by e-mail (preferably) or by phone to the following address: email@example.com or 855-254-6536
Depending on the complexity of your request, the time frames can be more or less long. The average processing time is 48hrs.
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 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. Modifications to 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 can move on to the next step of checking with you if you had email addresses related to this domain name so can transfer them at the same time.
Important: be attentive to your e-mails during each step in order to optimize the total processing time of the transfer
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.ca
The management of a DN can be transferred from one provider to another using "AUTH INFO codes" (also called EPP Code).
Ownership of the domain name:
Linkeo manages your website and therefore by definition its domain name(s). But he is 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 contract balance.
How do I install my new mailbox?
By subscribing to a website at Linkeo, you have access to a range of services, among them the creation of one or more business email addresses.
For example, the domain name of your website is smart-locksmith.ca, your professional email address could be firstname.lastname@example.org
Do you want to install this new mailbox on your computer or mobile phone? Follow these instructions, we explain everything to you.
1) Login details
The connection codes to your mailbox are sent to you by Linkeo to your original email address (gmail, yahoo, orange...). 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:
- Guide to setting up an email account on Mac (pdf will be available shortly)
- Guide to setting up a Microsoft Outlook IMAP email account (pdf will be available shortly)
- Guide to setting up a Microsoft Outlook POP email account (pdf will be available shortly)
If your email does not appear above, please find below the generic settings:
Pop server: ca.pop.linkeo.com [Port 110 without SSL] OR imap server: ca.imap.linkeo.com [Port 143 without SSL]
Smtp server: ca.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?
- [Android] Guide to setting up an email account on Android (pdf will be available shortly)
- [iPhone] Guide to setting up an email account on IOS (pdf will be available shortly)
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.
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 is a long term run but is sustainable, while SEM produces quick results 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, on 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 of your key activities at the structural level and at the content level, the text and visuals are crafted to bring out keywords and information that are relevant to Internet users as well as to Google.
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 are committed to a minimum number of visits per month and not to the site's positioning in Google results.
2) Sponsored (paid) referencing (SEM)
SEM refers to the use of commercial or advertising links on Google to attract visitors to one's 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 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 (home page, 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 optimize 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. We recommend you among other things:
- 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 (If Call Tracking was subscribed)
- 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.
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 is fully independent on the creation of the Facebook page but for Google My Business (GMB) we need you. 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 finalize the creation and optimization of the form.
2) Becoming an accounts administrator
- 1. Login 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 email@example.com
- 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 optimized
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 is sent to your postal address by Google, containing a 5-digit code. 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 855-254-6536 8:30am to 5:30pm from Monday to Friday , or by email at firstname.lastname@example.org
CONTRACT AND INVOICE
I don't understand why my instalments start on the 1st 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 (ndd, 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. Example: 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?
Case 1: you are within the 14-day withdrawal period after signing.
If you are confident and wish to cancel your contract, return the completed withdrawal form to Linkeo headquarters (registered letter with acknowledgement of receipt) within 14 days of the date of signature of your contract. You will find the form on the Legal Notices page of our website or in leaflet form in your welcome pack.
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, by registered mail with acknowledgement of receipt, at the latest 3 months before the official term. If you do not, or do it too late, your contract will be tacitly renewed for an additional year. Be careful therefore with the deadlines, it is better to do it far in advance than a little too late.
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 to discuss with you, by phone or email, in order to find the best solution and to fully satisfy you.
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, he defines with you the fundamentals constituting the specifications which are then taken up by the web consultant assigned to your project.
2) The Project Manager
He is involved in the creation of your website once your project has been validated by the administrative services.
He reviews the specifications and contacts you to validate and/or complete them with you. He supervises the creation of your website and presents it to you for validation before it is uploaded online. With your agreement, he 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). He will make sure that you are satisfied with everything.
He will also present you the statistics section so that you can monitor the progress of your site at any time.
He 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: questions about your products and services, requests for changes, duplicate invoices...
Don't forget that our sales representatives are most of the time meeting clients or on the road. The best way to find someone on the phone is to contact our Customer Service on 855-254-6536 from 8:30am to 5:30pm from Monday to Friday, or by email at email@example.com