Web Design and SEO Blog

Jun20162

JK Adams Offers Product Personalization

by Mira Brody in Content, Design

A longtime client, JK Adams, has asked us to enhance a products personalization feature on their online store, allowing customers to engrave names, initials or a design into their cutting boards and other premium products. This manufacturer sells custom hardwood kitchen accessories on their advanced ecommerce website.
website customization for JK Adams.
Customers have the option of applying text or an engraved design onto their purchased items. Previously, there was just a single field to enter text, such as initials, a last name or date. Recent site improvements allow additional font and design selections. When a design is chosen, the form changes to accommodate the number of lines it allows. This provides users with more options and clear directions when designing their product.
JK Adams new personalization.
This is just one example of the many ongoing website improvements we provide our clients in order to keep their sites serving them to the highest of their abilities — in this case it provided the customers of JK Adams with a refined web shopping experience.
May201625

Don’t Let User Experience Stagnate

by Mira Brody in Content, Design

Blog filters make for easy navigation.
Blog filters make for easy navigation.
On the JTech Blog, we publish weekly articles about web design, web development and SEO with the purpose of educating you about exciting changes in our industry and providing tips that will help you do business online. Over the last year, however, we’ve found ourselves a little lost when looking back to reference previous articles. There were just too many to scroll through!

The good news is that this frustration inspired the us to improve our site. Our solution in this case was to design a sidebar with topic filters and a search field to help sift through the large volume of articles. Since this change, finding articles related to a topic the user is searching for should be a much easier task.

Web design enhancements, no matter how big or small, are a great way to increase workflow and make your customers happier. Check out our new JTech Blog or contact us today if you are interested in evaluating and improving your site’s user experience.
May201620

New Format For JTech Dispatch

by Mira Brody in Announcements, Content, Industry News, Tools & Tips

Ever wonder which apps can help your business work more productively?
What about tips on how to drive visitors from social media to your website?
How to get the most out of your merchant service provider?

We enjoy sharing web development and marketing industry news that will help you do business online, including articles with answers to all of the above questions. In 2011, we introduced the JTech Dispatch and today, we are expanding this publication list into a comprehensive digest.

The JTech Dispatch will continue to be delivered to subscribers once monthly, but instead of focusing on highlights from a choice few, this mailer will include all of the JTech Blog postings in an easy-to-read list. This way, you can choose which are the most relevant to you. Look for the first JTech Dispatch in June!

If you are not yet receiving our Dispatch, you can become a subscriber here.
May201617

Meet Our New Production Manager!

by Mira Brody in Announcements

Karen is now our new Production Manager
Karen is now our new Production Manager
Karen started with us two years ago as JTech’s Account Manager and has been promoted to a position that will focus her efforts more toward managing the team — our Production Manager.

Having already held her previous job title remarkably well, Karen is excited to spend more time on operations of our back office. She will be working on improving avenues of efficiency among team members, which will help heighten the quality of the work we produce as we continue to grow. During initial planning with new clients, Karen will acquire necessary assets, organize content, and gain a comprehensive understanding that will play a critical role in the quality of work we are able to produce.

“It’s really exciting to be a part of a growing company and work with great, talented people!” Karen says.

During this transition, Karen will work close with our existing clients to introduce them to our new Account Manager. Together, they will provide all of our clients with the support to build and maintain the custom website they necessary to their business.
May20169

How Bounces Apply to Content Marketing Strategy

by Sam McCue in Google, Optimization, Tools & Tips

The good, the bad, the bounce rate.
Have you ever clicked a link in a search result, then immediately clicked the back button? Maybe it was because the dinner bell rang, you found the information you needed or remembered something else you had to do. Whatever the reason, you just triggered a bounce. Here’s the definition from the Google Analytics help page
Bounce Rate is the percentage of single-page sessions (i.e. sessions in which the person left your site from the entrance page without interacting with the page).
So, what are some of the reasons behind a high bounce rate?
  • Usability and design issues.
  • Relevance to the user’s needs.
  • A user may read the content and get what they need, having no reason to navigate to any other pages on the site.
This begs the question: are bounce rates necessarily bad? A high bounce rate could just as easily mean that people are reading your content and then leaving right after they get what they need. Sounds like it could be a win, right? In reality, you don’t actually know that based solely on the bounce rate. You need to see how much time they spent on your page, which is not factored into the bounce rate metric.

If users are leaving your site right after they read your article, for example, you aren’t getting much return on investment. One of the main strategies behind content marketing is that after they read your content, they go to your online store, comment on your blog, click the share button, or fill out a contact form. For this reason alone, you want to find ways to decrease your bounce rate and make it a more useful metric. Here are a few tips to help:

Customize your analytics —
Placing this snippet of code into the pages on your site will allow you to track bounces only before a certain period of time, the duration of which you are in control of. This way, you can see what the real percentage of people is that read your content before leaving. It will help you create a more concise metric to use.

Decrease load time —
The longer your page takes to load, the higher the bounce rate. Speed is especially apparent on mobile devices. There are a variety of ways to do this:
  • Start by going to yslow.org to figure out which issues are bogging you down.
  • Optimize your images and scale them appropriately.
  • Optimize all of your css files, because they load before the rest of the site. The longer he css takes, the longer the rest will take.
  • Read more tips here.

Set external links to open in a new window —

This at least keeps the user on your page when viewing linked content, helping to avoid extraneous bounces.

Link to other pages on your site within the text —
If I wanted to reference RankBrain or gTLDs in a post, making those terms links within the content and having those sources open in a new window gives the user a simple way to find out what they are and increases the likelihood that they will interact with more pages on your site. Design these as subliminal nudges and the user will naturally navigate to find out the meaning of those terms.

Create appropriate landing pages —
If you are using a landing page to advertise your ecommerce site, make sure you design the page’s content so users know who you are, and can determine whether or not you can meet their needs right away so they don’t have to return to the search results.

Be strategic about embedding media —
A good strategy may be to open media in a slip or linking to another page on your site entirely, this way you get them to visit an additional page of yours before they get distracted for 10-15 minutes by your informative media content.

There are many additional UX strategies out there that will decrease bounce rate and help you manage it better in your analytics. If you’re trying to promote original content, there are two main takeaways: make sure you find a dividing line between the traffic that stays for three seconds and the traffic that stays for three minutes to get a better idea as to what your specific bounce rates mean about your content. And, at all costs, get the user to interact.
May20167

Starstruck in Seattle

by Mira Brody in Announcements, Design

Although he confides he is not often starstruck, our President found himself in awe when the CEO of The Omni Group joined his table during lunch at the An Event Apart conference in Seattle, WA.

“So, what do you do?” he had asked of the hatted gentleman, before glancing down at Ken’s shirt to notice the words “Omni Group” emblazoned across the fabric, realizing it was the man who directs the production of the very programs we use everyday at JTech. Call it a celebrity sighting, or just the result of hundreds of web designers and developers packed into the Bell Harbor Center.

We have been using Omni products for years, including OmniGraffle in our planning process as well as OmniFocus and OmniPlan. We admire the quality and power of their software — so much so, in fact, that we once wrote an AppleScript called jtCount that allows OmniGraffle to count the number of each type of object in a single document.

It was a pleasure meeting you, Ken!
May20166

Control Center Login Change, My JTech Launches

by Mira Brody in Announcements

On Thursday, May 12th, we are officially launching version one of My JTech, our state-of-the-art content management system that allows you to easily manage your website. All new and rebuilt websites will be built to use My JTech. If you currently use the Control Center to manage your site, nothing will change and you can continue to use the Control Center as you always have.

We are changing our website and the login to both My JTech and the Control Center will be accessed by clicking the new “My JTech” button in the upper-right corner of our website, regardless of which system you use.

We’ve also updated our News page, which will be simply named “Blog”, to include the ability to search and filter our expanse of educational resources by category. You can also subscribe to receive a summary of our posts once a month.

We are constantly improving the services we provide you as a customer and are excited to finally share these with you!
May20166

New web design project for Outpost Restaurant in West Yellowstone, MT

by Mira Brody in Announcements, Design, Development

The Outpost Restaurant has been in Debbie and Allan’s family since it first opened its doors in 1951. Although a longtime facet of the historic town in the gateway to Yellowstone National Park, the restaurant can now be found online as well! This online presence will give them an edge in an area where not many competitors have websites yet.

Our team designed and developed a site that will serve Outpost’s many patrons with a homepage, dynamically displaying their seasonal schedule, a menu, contact form and a page where visitors can learn about West Yellowstone’s colorful history and the role it plays in the Nation’s first National Park. We’ve integrated the site with Google Translate for foreign guests and a Snazzy Map so visitors and locals alike can easily locate them.

We had fun working with Outpost Restaurant, and hope their website brings them much success in the upcoming Summer 2016 season!
May20164

JTech Says Goodbye to longtime business associate, Barbara Basten

by Mira Brody in Announcements

Barbara Basten has worked at The Gem Gallery in Downtown Bozeman for just short of a decade — almost as long as we have had them as a client! In those years she was our primary contact and instrumental in The Gem Gallery’s two website overhauls.

Barbara has recently made the decision to move back to Wisconsin with her husband in order to be closer to family and it is in bittersweet spirit that we say our goodbyes to such a respected member of the Gem Gallery staff. We have come to respect and admire Barbara’s professionalism and have enjoyed her friendship through the years we have known her. We wish her all the best in the next chapter of her life.

The Gem Gallery is one of our long-lasting web development partnerships and we look forward to working with Merissa and the rest of the crew for many years to come.
May20163

The Basics of Credit Card Processing

by Mira Brody in Tools & Tips

To many business owners, credit card processing can be a confusing subject. Ideally it is best to find the time and resources to educate yourself, learn what questions to ask and then shop around for the provider who will best serve your needs; however, many clients end up settling for whoever is recommended by their bank, or by what is readily available on the internet, which often isn't the best deal for your business. With the number of available options, we thought it would be helpful to compile some basic information to dispel confusion to help our clients reduce fraud and keep their costs low.

In this article, we’ve outlined what a payment processor does and provided a breakdown of the different types of fees and risks you can expect. We also discuss everything you need to know about how to process payments through your website using a gateway service. In order to assist our clients with credit card processing and merchant services, we’ve partnered with an expert to access the most accurate information in the industry.

How a merchant account works.
A merchant account is a provisional line of credit based on the fulfillment of your product or service. It is the issuing and acquiring networks that allow businesses to accept electronic payments, typically from debit or credit cards, until the funds can be transferred from your customer's card or bank account and into your business bank account. It requires an agreement between the business accepting payments and their merchant processor for the settlement of card transactions. In the few seconds after you swipe your card here’s what is happening:

credit card processing.

1. The customer pays at the cash register using their credit or debit card.
2. The transaction information is sent to the merchant’s processor, where it is then routed through the card's network to the customer's issuing bank to verify that the customer has sufficient funds in their account.
3. Communication then circles back to the merchant to approve and complete the transaction. This process usually takes a few seconds.
merchant funds process.
Once the transaction is approved a hold is placed on those funds until the merchant settles the transaction. Typically, transactions are deposited to the merchant’s account in 24-48 business hours.

Although quick, this process is not free to the merchant, as there are fees associated with the convenience of accepting a customer’s card.

Fees.
Although structured differently processor to processor, all merchants essentially have to pay the same basic types of fees: interchange dues and assessments, discount rates and per transaction fees. Sometimes there are other miscellaneous fees such as monthly costs (sometimes called ‘statement fees’, or other fees), payment gateway fees, PCI compliance, chargeback fees; other miscellaneous fees are common as well.

The fee amounts are typically determined by your business type and the level of risk that the processor is exposed to by settling a particular merchant's transactions. It is important that each business have a structure that makes sense, for example, if you sell a high volume of low-cost products, the per transaction fee could be much more important to you than the percentage paid. Here are the different types you can expect to see on your merchant account bill:

1. Interchange, Dues and Assessments — These are the bulk of most processing fees that every merchant has to pay regardless of the processor. Interchange rates are paid by the merchant to the customer's issuing bank as a reimbursement for their acceptance of the payment. Dues and assessments are the fees to use the card association's network. Interchange, dues and assessment expenses usually come in around 1.70-2.30%, depending on the merchant’s card profile type, card profile type being the percentage of card types (debit cards, rewards cards, American Express, etc.) they accept on a monthly basis.

2. Discount Rate — The discount rate is a fee paid to the processor for the use of their processing platform and settlement services for the merchant's credit card transactions, paid by the sponsor bank associated with the card processor. The rate is usually a percentage and depending on the pricing structure, may or may not already be included in the Interchange, Dues and Assessments fees.

3. Per Transaction Fee — Per sale/item fees are for obtaining authorization through the acquiring and card networks, to the cardholder's issuing bank and usually costs a flat rate per transaction.

4. Statement Fee — Some processors charge a monthly, reoccurring fee, often called a statement fee. It costs the processor a little each month to keep the merchant account active on their processing platform, provide the merchant customer service, print and mail the paper merchant statement and other services, regardless of how much the merchant actually processes. They usually bundle some or all of these services together and call it a statement fee.

5. Gateway Fee — If you have a website with ecommerce and your merchant account provider doesn’t include access to a payment gateway, you will need to hire a gateway, sometimes through a third-party vendor such as authorize.net for an additional monthly fee.

6. Equipment Costs — In most cases, a merchant will have to purchase their own hardware but in some it may be provided to the merchant at no cost. Equipment can include things like credit card swipe terminals, barcode scanners or receipt printers. There isn't a concrete method to determine if the merchant is eligible for free equipment; it's entirely up to the processor, or in some cases the merchant, depending on their specific situation.

7. Chargeback Fee — If a customer disputes a purchase, you may be charged back for the goods or services they purchased. Payment processors often give the consumer the benefit of the doubt in a dispute, posing a significant source of risk for your business. Although disputes are not completely avoidable, you can limit your vulnerability by understanding exactly how to proceed when faced with one and what processes you can put in place to prevent them from happening in the first place.

Disputes.
A primary concern merchants have is of their level of liability when handling so many credit cards. Avoiding chargebacks, retrieval requests and customer fraud is crucial and every merchant account will have different stipulations when it comes to maintaining an acceptable risk profile on thier merchant account.

Chargebacks — Sometimes, a customer will have a dispute with a merchant, usually in the form of a chargeback. A chargeback is the process of returning funds back to a customer when the merchant is unable to resolve the issue directly with the cardholder. When a chargeback is loaded, the merchant is debited the amount of the transaction in question and it is paid back to the cardholder as a provisional credit until a resolution is reached. The customer gets their money, and you, the merchant, have to then provide proper documentation to the issuing bank as proof that it was a legitimate transaction with a participating cardholder. In cases like these, you will typically have 30-45 days to respond with your documentation. Chargebacks are often costly to the merchants and can raise the merchant account’s risk rating.

Typical chargeback cycles last around 30-45 days. If an initial attempt is made by the merchant to resolve the dispute and the cardholder is still unhappy, a second chargeback can be loaded in the system, essentially starting the entire process over. After the second chargeback is loaded in the system without resolution, however, the final step is to go into arbitration with the card network and the other involved parties. This is not a common occurrence but is possible.

Retrieval Request — A retrieval request is another process that is sometimes taken before an actual chargeback is loaded. No money is debited but information is requested from the merchant by the processor and banks on a disputed transaction. Ideally, the dispute will be resolved at this point, without the merchant losing any money if they respond to the retrieval request within the allotted time and the best practices of acceptances were utilized in obtaining the authorization. If a merchant fails to respond to a retrieval request, it may become an irreversible chargeback against the merchant.

While there is no foolproof method to evade disputes, there are ways to mitigate the risk of a potential chargeback and to improve the likelihood that if a transaction is charged back, it will be resolved in the merchant's favor. Typically, the bank will want to see the original sales receipt and the policies, procedures and disclosures for the sale, so keeping clear records and documentation helps and is doubly important if you are accepting payment through your website, which we will explore next.

Processing Payments On Your Website.
In addition to a merchant account, in order to accept credit cards on your website, you’ll need a payment gateway provider. A payment gateway is the communicator necessary for all online transactions — a behind-the-scenes service provider that works with the processor to facilitate the authorization and settlement process such as checking for available funds and authenticity before completing the transaction, etc...

payment gateway process.
Aside from being a necessary link during online transactions, gateway providers will benefit your business because they are held to a high standard of security. It is the responsibility of the gateway provider to maintain proper data security protocols and to maintain adequate Payment Card Industry (PCI) compliance with all customer data. Gateway providers recommended by JTech have a Level One PCI-DSS (Data Security Standard) compliance status — the highest rating offered by the PCI-DSS council.

If you are looking to add credit card processing to your site, JTech will help you during the planning stages of your website or site upgrade, bringing in our payment processing expert to help determine your best available processing options. We build or modify your site to work with that gateway, making sure that you have all the services you need.

Alternative Options for Payment Processing.
PayPal is different than a traditional merchant account. Along with Amazon and others that allow you to check-out using credit card information the consumer has stored elsewhere, they are known as Payment Aggregators, or Payment Service Providers (PSP). PSPs or Aggregators, are entities who accept transactions on behalf of many merchants and process everything under a single merchant account. To complete payments, they fund the merchants themselves, rather than being funded by a bank. PayPal also has their own standalone gateway compatible with most merchant processors. Adding support for PayPal on your site can add convenience for your customers, but we do not recommend using them exclusively for processing or gateway services. It is also important that you review the PSP’s Privacy Policy closely, as by using them, you’re providing significant client data to a third-party.

Conclusion.
Choosing the right merchant provider and gateway with the right combinations of services and the right fee structure is important to reduce fess and minimize risk. Although there is much to know, with our 19 years of experience integrating payment processing into websites and our partnership with an experienced credit card processor, we can help you to do business online, whatever your needs. Please feel free to contact us if you have any questions finding a new provider or concerns about your current situation and we’d be happy to help you or connect you with our resources.