I usually respond to support questions within 8 hours, and i take pride in doing so because i love to make my buyers happy.But par of this pride is the feeling i do it while i don’t really have to – it’s an added goodie that comes with buying my items. Making it mandatory will kill that ‘feelgood’ effect for me and make the buyer expect more and more. Not cool.
I agree – it’s feels nice to know that you’re putting special effort in to provide a good service compared to other authors who don’t bother.
What happens when small authors who manage support on their own go on holiday etc. or are unable to answer support questions for more than 72 hours?