I really like the way Harvest tells users what local time for their team is when you submit a request, and when they’re next in the office.
Envato should work toward offering something like this for authors (so each can specify their timezone and normal business hours) because many buyers do not realize this is a global marketplace. This would go a long way toward preventing their frustration when they realize that author is rightfully asleep.
BTW: Harvest is a great product.
Take a careful look at the buyer expectations: https://speakerdeck.com/envato/buyer-survey-key-results-item-support
also note the level of support your competitors offer; most have forums and no limits on support, especially for wordpress themes, as it’s necessary and expected.
well over half your customers expect solid, timely, one-day turnaround professional support to be included. Particularly if we’re paying way up at $60ish for a single WP theme for a single-site restricted expensive license like you sell.
If you don’t provide expected reasonable support, we’ll buy elsewhere. At least half of us. There’s no shortage of WP theme sites. I’m a top buyer who’s been here from the early days. Agree you need to control for unreasonable 10-questions-a-month people, but for most of us we may have 5-10 support questions a year max, which is reasonable. Many times when I request support it’s for a bug-fix, which the author makes… we end up bringing problems/bugs to author’s attention, which also need help.
On that survey, note that 78% of TF buyers expect response turnaround within 24 hours…because that’s the service standard your Competitors, most other WP theme sites offer; often with author responses within 2-4 hours. Some authors here are awful with lack of support; I don’t buy if i see slow multi-day response times in the comments/support area. You get paid, you’re expected to support what you sell.
I hear a lot of whining from lazy greedy authors who want to charge for support, or not support what you sell. In today’s competitive marketplace, especially WP themes, you’re expected to support what you’re being paid for. Period. Other buyers feel free to speak up. The thread here seems to have a lot of whiney-lazy authors, let’s hear from the people who pay everyone, us buyers. Google “wordpress themes” and see how well the other marketplaces/themeshops support, with dedicated forums.
Some authors, usually the topsellers (like avada, the7, revslider etc authors), provide great support (thanks!). That’s good, and so they get my repeat business.
P.S. In my own business, I have thousands of customers and reply to All customer service requests within 4-12 hours, I have for the 15 years I’ve been online fulltime, and I am one of the most financially successful and top-reputation people in my industry. I work my a__ off 16-hour days for my customers, because I VALUE my customers. Not whine.When it comes to support, as Yoda says, “Do, or do not. Do not try. There is no try.”
Do your customers compensate you for working 16-hour days for them?
Because 10 questions per year x 3 minutes per question x 2500 buyers requesting support / 60 minutes per hour = 1250 hours per year on unpaid support
Average US worker clocks in 2087 hours per year. That leaves less than half your time for actually building and improving products, learning, running your business, etc. After the first year, you’re supporting all those customers + new customers…with zero recurring revenue. And you need to hire a support staff to manage it.
It’s not sustainable. What other theme shops do is irrelevant. You’re assuming they’re successful and not heading out of business because they’re also not making recurring revenue.
This isn’t whining (be a little more respectful). It’s economics plain and simple.
“You do creative, we do the rest” – Envato needs to listen more to authors and stick to what they’re preaching. But at the end of the day, we are micro stock authors and we don’t earn enough per sale to make any promises on support – end of the story.
Amen, with one small change: “item updates” are support (and super valuable). That’s what Envato needs to/can monetize within the marketplace without breaking the microstock model. Selling “support packs” for our time is not reasonable because it doesn’t scale. No author/team can provide time-based support over thousands of buyers and growing every year. Micro stock + paid updates scales beautifully. Everyone gets value from it (authors, buyers, and Envato).
Holy sweet mother of all that is sidebars please move it back to the right. Having the sidebar on the left is so awkward.
Disagree. Filters should stay on the left.
Filters should be on the left because L-R readers are known to scan websites visually in an F-pattern. Particularly for eCommerce stores with high product counts per category, it’s very difficult for users to select first from examining the products. The facets encourage cross-sectioning and examination that ultimately leads to more product views and purchases. There’s hard science behind why this converts and is the norm in eCommerce today.
Hello, DareToGeek and others! See, Nexcess Magento is great, but their prices are high and it suits well to medium-sized businesses. Wxhosting… hmm… have you ever see user reviews for this service? I’m not. A Small Orange is good and with a great potential, but not considered a mainstream hosting provider yet and have some decline with service quality. Bluehost has some CPU throttling and server performance issues nowadays.
I would like to recommend you (and this choice is perfectably suits for SME’s) – http://www.finestshops.com/. First of all. Concerning your question about hosting. Finestshops has a Premium Rackspace datacenter hosting over 60% of Fortune 500 companies and fully managed and optimized for Magento super fast servers and clusters. 25GB of backup storage with 2 weeks retention is included with each account. Database center with an amount of 2-32 GB.There are a lot of templates for online stors in Finestshops and 24/7 customer site support.
Nexcess starts at $25/month for a bulletproof Magento environment for startup stores. You’re calling it expensive but then recommending a competitor that starts at $200/month? Yup…
Neither of which is “expensive” for running a business by the way.
Kind of figured after 2-3 years this was never going to happen. Who knew?
Don’t see how to add a bug to the board. I have a Trello account but it’s not editable.
Bug #1: This doesn’t really make any sense (in Photodune). Seems backwards and not clear if those are pixels or what: http://cl.ly/Y2sl
Bug #2: What’s all the space for? Doesn’t seem necessary to truncate item names after the first line: http://cl.ly/Y2Tv
For ThemeForest (hopefully that rolls out soon) there should be a facet for continuously updated themes. Newness is overrated, some of the best themes are the best because they are constantly revised and maintained. That’s why people buy them for multiple projects. There should be a facet to recognize that.
LeatherwingStudios saidThe forms for 2014 don’t exist yet.
You have linked to the 2013 forms.
Obviously! That is part of my point! All of the ACA details have NOT been fully worked through as no one has been through this yet.
And a company arbitrarily redefining earnings to inflate them with the rationale that you can just expense the difference and it’ll be a wash…well, that is simply NOT going to be true in every instance! ACA is only one example.Someone else gave a very good example of how income is considered for his state in the USA and reporting income like this WILL increase his taxes. So the point you keep repeating that it all works out to be the same will simply NOT be true for everyone!
Honestly, I don’t care much about the tax if it’s accurately reportable by both sides. Nobody here is finding a magic loophole or paying less than the law requires. Some people may not be eligible for things they were in the past, and that’s hard but not unfair.
What I’m most concerned with is that Envato just did 180 on what their role in this arrangement is. Everything a business can do (set prices, defines support reqs, get paid immediately, knows customer info) Envato has kept from authors. I want those things. If we’re suddenly the seller and liable as such from a tax perspective, Envato needs to offer those things for its 30% fee (or more).
You have linked to the 2013 forms.
The forms for 2014 don’t exist yet. You can look back at prior years, the AGI calculation hasn’t changed. If it suddenly didn’t include business expenses that would be a massive change for every business in the country. Unlikely.
I’m not debating that Envato’s changes have no tax ramifications, but it shouldn’t affect reported income.
Having said that, Envato is topping everyone’s pain creation list right now. Not a single author is likely to be happy when this is through, and everyone is going to spend a lot of money guessing with their accountant while the details are weaned out.