Using a mini KB and Desk ticketing system. It’s worked wonders really. Keeps things nice and simple on our end, though we do get a couple of repeat questions (in which case there’s a KB article made for it).
ThemeBeans – how do you ensure that the person opening the ticket actually has made the purchase? I checked your support system but could not find anything that suggests that you are verifying the purchase.
Glad someone brought this up. I hate shortcodes myself as an author (except for some common elements like buttons, tabs etc.) but I have no choice since I have not figured a way to solve these problems -
1) Most buyers prefer to use the WYSIWYG Visual Editor in WordPress that simply messes up the page layout, tossing the divs and spans into all sorts of places. Some line-breaks here and there can avoid it to some extent but really requires some serious testing and hoping that users will be careful when editing.
2) Without shortcodes users do not have a way to structure the content, tag the content, “compartmentalise” it – it is a way to know what’s what and what’s starting/ending (again when using Visual Editor). This leads to confusion and Ex: When I create a pricing table or a team member and it is one of the several in the page, without shortcodes it’s not easy to figure out if a particular content belongs to to a certain pricing table/team member or the next one.
3) Shortcodes can help avoid unwanted line-breaks and empty p tags (often when you have multiple shortcodes working together).
I guess many authors end up using custom post types or shortcodes (with a page builder of some kind) to solve some of the above problems and avoid support issues. Any thoughts on how to address the above would be appreciated. Thanks
Congrats Kailoon. Wish you a very happy married life!
If an author wants to abandon a product and not provide the support and updates they’re promising on its sales page then they should withdraw it.
By withdrawing, you are guaranteeing that users will not receive any updates and possibly support too. I don’t think any of existing buyers who already bought the item will be happy with this line of thought. New buyers, at least, can make out from comments and update history whether the item has been abandoned before purchasing.
You seem to have potential to improve. You just need to incorporate some new trends like, wide full-width sections, more modern grid system, negative spacing, Bigger typography and some unique ideas. I would suggest, you to study some of the popular designs on dribbble and learn from them.
But as I said before, you got the potential, it is just little more hard work.
That’s good stats. Thanks for sharing Kailoon. Besides, is that your child in the avatar?
This was frustrating, especially with the new themeforest buyers. We had to create a video to show users where to find the documentation. Thanks to mad_dog for raising this topic.
2. Buyers who bombard you with 15 questions within an hour, and expect all these 15 questions to be answered within few hours
Which exactly what web companies that use themes for clients sites have to cope with, when clients discover bugs or themes stop working after authors stop supporting them.
We had a lovely time explaining to a client that they’d have to pay to have their ecom site completely rebuilt because the developer had decided they weren’t going to bother supporting the theme we’d used anymore.
Companies that use commercial themes have to provide frontline support for their clients, I don’t see why theme developers think they should be immune from providing support. Ultimately if you don’t like dealing with customers and support then you’re in the wrong job.
It’s not always the case, there are some great developers on here and our last purchase is being well supported.
Besides, supporting one client at a time (that’s how you work, I assume), is easier than supporting multiple buyers (most of them having no prior knowledge of the CMS they are using).
I’ve seen some appalling examples of customer service on here, and atrocious attempts at coding. Since most negative comments are removed from theme pages, ratings are the only option for customers to provide a response to something they’ve paid for in good faith, only to discover it isn’t fit for use.
I generally give a 5 star rating, or not bother if there are issues from the outset. If I discover bugs and they’re not fixed, or support is slow or non-existent, than I’ll knock off stars.Even if a theme has issues, if the developer makes an attempt to help or fix things that’s another instant 5 stars from me.
At the same time we authors have to deal with some of the following customers -
1. Customers with zero knowledge of Wordpress buying the theme and complaining it is not working for them.
2. Buyers who bombard you with 15 questions within an hour, and expect all these 15 questions to be answered within few hours, because they have to prepare a demo for their client within 24 hours or so.
3. People who buy the product and just won’t see where the product documentation is located in the package.
I myself have bought many items in here, and so far I have rated them all 5 stars. I am happy if the product works reasonably well and enough documentation is provided.
Besides I am sure none of the negative comments are deleted, unless they contain offensive language.