Company Updates
Proactive Service Mode: How Punchmark Is Taking Client Support to the Next Level
Published: Jan 28, 2026
At Punchmark, we’ve always believed we’re more than just a website company. We’re a growth partner. And now, we’re putting that belief into action in a bigger way than ever before.
We’re excited to introduce Proactive Service, a new approach to client support that focuses on strategy, growth, and forward momentum, not just fixing issues when they arise. Best of all, this enhancement comes at no additional cost to our clients.
This is the next chapter of Punchmark, and it’s built entirely around helping your business grow online.
Why We Made This Change
Running a retail jewelry business is demanding. You don’t always have the time to step back and analyze your website, hunt for optimization opportunities, or stay on top of every new feature and best practice. That’s where we come in.
We realized our clients need experts who can proactively look for opportunities on their behalf. So we restructured our Success Team to make that happen.
By expanding our technical support team and refining the role of our account managers, we’ve created a system where:
- Your website stays technically strong
- Your strategy stays focused on growth
- You gain a partner who is actively looking out for your success
This is part of Punchmark’s commitment to being the best in service, not just websites & marketing.
A Clearer Division of Focus
With Proactive Service Mode, each team is able to do what they do best.
Your Account Manager
Your dedicated account manager is now fully focused on:
- Proactive strategy
- Growth ideas and recommendations
- Website audits and optimization opportunities
- Regular outreach and check-ins
Their role is to help you get more value out of your website and identify ways to improve performance, engagement, and conversions.
Your Technical Support Team
Our expanded technical team will:
- Handle troubleshooting
- Work through active support tickets
- Take care of technical fixes and backend needs
Your account manager remains your main point of contact, but now they’re empowered to spend their time on strategy instead of being pulled into day-to-day technical triage.
What’s Changing
- Your account manager’s role is now centered on proactive outreach, strategy, and growth.
- Our technical support team is larger and more specialized, allowing faster response and resolution behind the scenes.
- Every client with a Dedicated Account Manager will be scheduled for a Website Strategy Meeting.
- Your SiteManager dashboard now clearly shows both your account manager and your full support team.
What’s Staying the Same
- You can still submit support tickets the exact same way:
- Through SiteManager
- Or by emailing customer service
- Your workflow does not change—only the level of proactive service you receive improves.
What Happens in a Website Strategy Meeting
These meetings are the foundation of Proactive Service Mode. During your session, we will:
- Deliver a website audit with quick wins and growth opportunities
- Share Punchmark’s newest features you can use right away (many are free)
- Discuss your goals for the year and recommend the best path forward
- Listen to your feedback to continue improving both our platform and our service
This is not a sales call. It’s a strategic working session focused on your success.
A Bigger Commitment to Client Education
Proactive Service Mode fits into a larger promise we’ve made to our clients. Education and growth have always been central to what we do, which is why we continue to invest in:
Everything we build is designed to help you become the best digital version of your business.
We’re excited to partner more closely than ever before and help you make the most of your website in the year ahead.