I recently got a reply from a user while doing support for a Elite Author here saying this
“Whats going on? I’d appreciate a number where I could call and get real time support here…”
Should we start providing our phone numbers as well ??
How you doing?. Have not chatted with you since a while on skype . Thanks for shedding light on it, Just sorted it. Had’nt checked my profile in months .
@thunderbuddies thank you for referring me. For anyone interested i am currently booked full time .
Yes, Its loading extremely slow since the past 20 hours ,sometimes it does not even load up the main page .
To top it off i have more than a 100 tickets to anwser for Three Themeforest Authors
Thanks TB , @ThemeNectar have sent email.
Here is one idea for people that are serious about support and want to do that.
1. Make serious company that will only do support for ThemeForest authors
2. Be serious and responsible about it
3. Make a lot of moneyIf only people want to listen
I am actually working since a few months on the exact same thing ie hiring a few guys locally and setting up a centralized Office to offer Support Services to Elite Authors. If anyone is interested or would like to offer some advise or tips you can get in touch via my profile.
Have been working for more then a year now as a Support Staff for Couple of Elite Authors providing support for both WP Themes and Jquery / WP Plugins (hint: Revolution Slider) working closely with them.
Having worked as the only Support Staff for one Elite Author and working with a Team of Remote Staff with different time zones for another i have witnesses both scenarios and my conclusion is that a Centralized Team would work best if the number of queries are really high and would be much more reliable in scenarios where your Full time Support Staff falls seriously ill or gets into a situation where he can not answer the tickets at all and you end up with piles of tickets and unanswered forum threads.
I myself tend to go into Full-time Development and would likely hire a Local Team for Support and have them work under my supervision in the same office .
Would be interesting to hear other peoples opinions and experiences.
Have been working as a support staff for a couple of Elite Author for more then a year now . Giving support for both WordPress and Jquery Plugins as well as WP Themes. To anwser your questions from my personal experience
1: It Usually depends on the amount of work that is required. Most authors usually pay hourly since some days the requests are high some days they are less .
2: Never signed one.
3: You should hire them for like a week on trial basis and pay them for there trial period. If they are good you will know instantly.
4: Usually the Support Staff makes sure that it is indeed a bug and not human error and then forwards it to the developer so that he can release updates or maintain a bug list and work on it.
All the Best,