Hello everyone, I am Handra Mok, Operations Manager at Brenda Beauty & Slimming. We provide one-stop beauty services, including skin management and care for acne-prone and sensitive skin, complemented by beauty equipment to meet our customers’ different skincare needs. We use Ten Science, a brand imported from Italy, and are its sole distributor in Johor Bahru.
Before working with NEWPAGES, we already had a website, but ongoing support and content updates were not as smooth as we had hoped. After rebuilding our website, day-to-day management became much easier, and we gradually began reaching the Singapore customers we wanted to attract. Currently, around 80% of our customers are from Singapore. Some have even ordered products directly after browsing our website, without making many enquiries.
Ongoing Support Matters Even After the Website Is Built
We decided to change our website service provider mainly because the previous provider lacked ongoing support. When we wanted to update content or resolve website issues, we often could not find anyone to follow up. Even when we managed to get in touch and explain our requests, they were not properly addressed. It felt as though we had a website built but were left unsure about how to use it, without professional guidance to help us manage it effectively. Although the website existed, we still faced many difficulties with its practical use and ongoing support.
Our goal has always been clear: to improve our visibility in Google searches so that customers in Singapore can find us through our website. We therefore needed more than website development. We also needed guidance after launch and a plan for reaching our target customers.
Easier Updates and Better Reach Among Our Target Customers
After partnering with NEWPAGES, the most immediate difference I felt was that things became much easier. These changes were mainly evident in three areas:
1. We Can Update Website Content Ourselves, Making Daily Management Easier
The NEWPAGES team taught us how to use the website’s admin panel. Now, whenever we have new product information or other content to add, we can upload and update it ourselves. This has given us greater confidence in managing the website day to day.
2. A Simpler Process for Customers to Leave Google Reviews
The NEWPAGES team also provided us with a Mantap card. By tapping the card with their phones, customers can use AI to help draft their reviews and access the Google review page more quickly to submit them. This simplifies the process and makes it easier for us to invite customers to share their experiences and build our business’s reputation.
3. Around 80% of Our Customers Are from Singapore, in Line with Our Expansion Goals
We had always wanted to reach more customers in Singapore, and they now make up around 80% of our clientele. For us, reaching the customers we had hoped to attract has been a meaningful outcome of this partnership.
From Finding Us Through ChatGPT to Ordering Directly After Browsing Our Website
On one occasion, a customer told us that when they used ChatGPT to look for slimming services, our company was the first to appear. This experience made me more aware that customers now use a wider range of channels to find businesses, and that our website content and online visibility deserve ongoing attention.
Through our interactions with customers, I have also noticed differences between the channels they come from. When we run our own Facebook ads, we need to actively capture people’s attention. Customers who find us through our website, however, have often already done considerable research and have a clearer idea of the concerns they want to address. In our experience, these customers usually have more specific needs. They come to us after learning about and comparing their options, which gives our subsequent conversations a clearer direction.
Some Singapore customers have browsed our website and placed product orders directly without asking many further questions. We then mailed the products to them. This showed me that the information on our website helps customers get to know us before they contact us, and that some even use it to make their purchasing decisions. It also made the website’s value more tangible to us: beyond introducing our services and products, it plays a part in the customer’s journey from researching and discovering our business to deciding to buy.
Google and ChatGPT Search Result Screenshots
Prompt Responses and Hands-On Guidance at Our Centre
What I appreciate most about the NEWPAGES team is their sense of responsibility and efficiency in resolving issues. When problems arise, they provide timely assistance. If there is anything we do not understand, they explain it further and follow up. When the website was first completed, we were not yet familiar with adding content ourselves. The NEWPAGES team came to our centre to guide us through the process, helping us use the website smoothly and laying the groundwork for us to update information independently.
The team also arranges online meetings to discuss the next steps for Google search visibility and reaching our target customers. As we also have to manage the centre’s daily operations, having someone help with planning, explain how things work and continue responding to our questions has eased our workload considerably. Having experienced different approaches to service, I now place greater importance on the support provided after a website goes live. With NEWPAGES, we know there is someone to take responsibility for problems and guide us through the process, while the website continues to support our business needs. That is what I value most about this partnership.
