18/09/2025

How to Choose the Right Optimizely Support Agency to Protect your Investment.

You may have had a brilliant, creative team design and build your Optimizely website - funky, fresh and full of flair. But now that the dust has settled on the implementation phase, it’s time to move from the trenches of delivery to a team that specialises in long term support and optimisation.

Key Considerations when Evaluating Optimizely Support Options

When choosing the right support partner for your Optimizely site, it's important to look beyond basic maintenance. The right agency should offer strategic value, technical confidence, and a proactive approach to platform evolution.

One of the most reliable indicators of quality is partnership status. As a Certified Optimizely Bronze Partner, ClerksWell brings a range of benefits that directly impact the quality and consistency of support, these include:

Demonstrated Optimizely Expertise

Working with a certified partner means you're backed by a team that has proven their knowledge of the platform.

You gain confidence in their ability to resolve issues quickly and accurately.

Their familiarity with Optimizely’s architecture ensures smoother troubleshooting and fewer escalations.

Strategic alignment with Optimizely’s best practices means your platform evolves in the right direction.

ClerksWell’s in-house team is trained and certified, ensuring that every support interaction is grounded in deep platform expertise.

Access to Roadmap and New Features

Certified partners receive regular updates and insights from Optimizely’s product roadmap.

This means you’ll be advised on upcoming features before they’re released.

You can plan upgrades and enhancements proactively, reducing risk and avoiding last-minute surprises.

Your platform stays aligned with the latest innovations, keeping you competitive and future ready.

ClerksWell uses this access to help clients make informed decisions about when and how to adopt new capabilities.

Training and Upskilling

Ongoing training isn’t optional, it’s a requirement for maintaining partner status.

ClerksWell invests in continuous learning across its support and development teams to ensures you’re always getting advice and support based on the latest platform knowledge. This also means your support team is equipped to handle new features, integrations, and performance challenges as they arise.

Reactive vs. Proactive Support

Not all support is created equal. One of the most important considerations is whether your agency is reactive or proactive.

Ask yourself:

Do they have tools in place to monitor site health and performance continuously?

How quickly do they respond to issues - and do they resolve them before they escalate?

Are you receiving regular reports on resolved tickets, time-to-resolution, and platform stability?

ClerksWell’s proactive approach means fewer surprises and more confidence in your digital operations.

Strategic Guidance and Innovation

Support should go beyond keeping the lights on.

Is your agency recommending ways to improve your digital architecture?

Are they helping you identify and resolve the root cause of recurring issues?

Do they bring ideas for personalisation, experimentation, or performance enhancements?

ClerksWell positions itself as a long-term partner, not just a helpdesk. Clients receive strategic input that helps them grow, evolve, and stay ahead of competitors.

Remember, The Role of an Optimizely Agency is to keep you out of the Day-to-Day.

Optimizely support should do more than just fix bugs - it should remove the burden of technical management from your internal teams. A strong Optimizely agency acts as a buffer between your business and the complexity of the platform, allowing you to focus on strategic goals, content delivery, and user engagement.

ClerksWell’s support model is built around this principle. Our approach is designed to minimise client involvement in technical firefighting and maximise long-term digital value.

How do we do this?

100% In-House Optimizely Support

At ClerksWell, all Optimizely support is delivered by our in-house team. There’s no outsourcing, which means you’re always working with people who understand your site, your goals, and your business context.

We also maintain visibility into your wider digital roadmap. Whether you're planning a transformation project or rolling out new features, we understand how our role in supporting your site will evolve alongside your broader initiatives.

Release Management & Coordination

We take a strategic approach to release planning. Our team works closely with yours to schedule deployments around key business cycles, avoiding periods where stability is critical such as renewal windows or campaign launches.

This ensures that updates and enhancements are delivered smoothly, without disrupting essential operations. Our coordination process includes thorough testing and communication to keep everything aligned and risk-free.

Security Oversight

Security is a core part of our support model. We regularly monitor for vulnerabilities and apply updates to keep your platform protected.

For organisations handling sensitive member or user data, we ensure compliance with GDPR and other data protection standards. Our proactive oversight means you can trust that your site remains secure, resilient, and aligned with best practices.

How ClerksWell offers you more than just Optimizely Support

At ClerksWell, we understand that every organisation has different needs, priorities, and internal capabilities. That’s why we don’t believe in one-size-fits-all support. Our packages are flexible, designed to fit around your budget, your internal resource, and the level of involvement you want from us.

Whether you’re looking for a light-touch safety net or a proactive partner to help you evolve your digital experience, we can shape our support to suit. We’re not just here to fix things we’re here to help you grow.

We see ourselves as your Optimizely consultants, not just your support team. That means we’re always thinking ahead, helping you make informed decisions that align with your strategic goals.

We’ll advise you on how new Optimizely features could benefit your site, and when it makes sense to adopt them. We’ll help you identify opportunities to improve performance and user experience, and we’ll bring ideas for personalisation and experimentation that can drive engagement and results.

We also look at the bigger picture such as how your Optimizely platform integrates with other tools and systems, and how we can help you modernise your digital architecture over time.

Ultimately, our goal is to be your long-term digital partner. One that’s invested in your success, aligned with your strategy, and ready to support you through every stage of your digital evolution.

Ready to protect your Optimizely investment while evolving for the future?

Whether your organisation is about to undertake a complex transformation process or simply need peace of mind during critical operational periods. Our certified, in-house Optimizely support offering is flexible, scalable and tailored to your specific business needs.

Want to talk about how we can support your Optimizely site? Get in touch with us to book a discovery session.