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kops says
srhnbr said
Thanks for replying guys!

Our support (theme set-up issues, bug reports etc) is also free and it will stay like that. But like Parallelus said we don’t do any custom requests.

Even so, I’ve been feeling a little too overwhelmed lately by the sheer amount of support that comes our way – and this mainly for issues that people could resolve for themselves if only they followed the documentation and help articles we provide.

We provide a lot of self-help troubleshooting articles from the most basic questions (“How do I create a WordPress post?”) to the very advanced ones. But still. It is as people don’t want to even bother!

It’s always easier I guess to send an email rather than research a little youself :|

oh well..

Hi Sarah – I’m a huge fan of your themes and through various different clients’ accounts here have purchased several, multiple times.

It’s clear you’ve spent a lot of time writing this documentation as it’s extensive and herein may lie the issue. With the greatest of respect, it’s time to have a look at re-designing it and making it cleaner and easier to follow.

There are 14 pdf documents for the Furniture Store and the information is very cramped in there and it’s quite tricky to go through them all looking for a specific pieice of help or info. I’d like to consider myself a fairly intelligent chap and I’ve missed several instructions in these PDFs.

You may find the support requests hugely reduced by starting again with the docs and also having a catgorised FAQ system for the themes on your support site rather than the search results appraoch taken at the moment. While this will never cut out the ‘How do I create a new page’ type requests, it should still help!

Just a few thoughts. Keep up the great work.

Jon.

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Pavlos96 says
srhnbr said
Thanks for replying guys!

Our support (theme set-up issues, bug reports etc) is also free and it will stay like that. But like Parallelus said we don’t do any custom requests.

Even so, I’ve been feeling a little too overwhelmed lately by the sheer amount of support that comes our way – and this mainly for issues that people could resolve for themselves if only they followed the documentation and help articles we provide.

We provide a lot of self-help troubleshooting articles from the most basic questions (“How do I create a WordPress post?”) to the very advanced ones. But still. It is as people don’t want to even bother!

It’s always easier I guess to send an email rather than research a little youself :|

oh well..

Why dont you try autoresponse email ? With a FAQ or Wiki ? and if they cant solve it , they will send you another email

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srhnbr says
kops said

Hi Sarah – I’m a huge fan of your themes and through various different clients’ accounts here have purchased several, multiple times.

It’s clear you’ve spent a lot of time writing this documentation as it’s extensive and herein may lie the issue. With the greatest of respect, it’s time to have a look at re-designing it and making it cleaner and easier to follow.

There are 14 pdf documents for the Furniture Store and the information is very cramped in there and it’s quite tricky to go through them all looking for a specific pieice of help or info. I’d like to consider myself a fairly intelligent chap and I’ve missed several instructions in these PDFs.

You may find the support requests hugely reduced by starting again with the docs and also having a catgorised FAQ system for the themes on your support site rather than the search results appraoch taken at the moment. While this will never cut out the ‘How do I create a new page’ type requests, it should still help!

Just a few thoughts. Keep up the great work.

Jon.

I completely agree with you! This is why I have revisited the documentation. I’ve re-writen the entire thing and as of version 2.0 (which is soon coming out) the documentation will be accessible online :)

I’m quite pleased with the result so time will tell if my buyers are too.

So you think the FAQ /Wiki pages should rather be categorized? I would need some help with that. Interested?

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kops says
srhnbr said
kops said

Hi Sarah – I’m a huge fan of your themes and through various different clients’ accounts here have purchased several, multiple times.

It’s clear you’ve spent a lot of time writing this documentation as it’s extensive and herein may lie the issue. With the greatest of respect, it’s time to have a look at re-designing it and making it cleaner and easier to follow.

There are 14 pdf documents for the Furniture Store and the information is very cramped in there and it’s quite tricky to go through them all looking for a specific pieice of help or info. I’d like to consider myself a fairly intelligent chap and I’ve missed several instructions in these PDFs.

You may find the support requests hugely reduced by starting again with the docs and also having a catgorised FAQ system for the themes on your support site rather than the search results appraoch taken at the moment. While this will never cut out the ‘How do I create a new page’ type requests, it should still help!

Just a few thoughts. Keep up the great work.

Jon.

I completely agree with you! This is why I have revisited the documentation. I’ve re-writen the entire thing and as of version 2.0 (which is soon coming out) the documentation will be accessible online :)

I’m quite pleased with the result so time will tell if my buyers are too.

So you think the FAQ /Wiki pages should rather be categorized? I would need some help with that. Interested?

Hi Sarah,

Absolutely! Do you have my contact details from the support requests?

J

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mpc says
themolitor said
I provide free basic support (i.e. “where do I change XYZ ”, “why doesn’t XYZ work?”, etc.). Unless I know the answer off the top of my head, I charge my hourly rate for larger requests (i.e. “I want to add XYZ ”, “I want to move/change/replace XYZ ”, etc.)

Same here :)

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ricci_gdf says
srhnbr said
Thanks for replying guys!

Our support (theme set-up issues, bug reports etc) is also free and it will stay like that. But like Parallelus said we don’t do any custom requests.

Even so, I’ve been feeling a little too overwhelmed lately by the sheer amount of support that comes our way – and this mainly for issues that people could resolve for themselves if only they followed the documentation and help articles we provide.

We provide a lot of self-help troubleshooting articles from the most basic questions (“How do I create a WordPress post?”) to the very advanced ones. But still. It is as people don’t want to even bother!

It’s always easier I guess to send an email rather than research a little youself :|

oh well..

Hello to everyone,

i’ve read your posts with interest. I am just about to release my first theme (Magento) here on TF. I have read a lot of posts an looked after other templates.

So my concern now is – is it a must do, to give support for your themes over the “comments-panel?” Or is it also allowed (or even better) to give only e-mail support. After i’ve seen this huge amount of support requests in comments-panel by other authors, i am thinking of giving only support over e-mails (Ticketing-System) – otherwise it will be very time consuming, and for what reason i do write a good documentation?

What do you recommend to do in this issue, is it in proper to do so and giving a hint in theme description that only e-mail support is given?

On the other hand, i also don’t want to scare potentially buyers…?!

Thank you all Ricci

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kops says

Email support is fine but there’s little more for a customer if they have a question that has already been asked in the theme discussion and the author has just said ‘Email Me’ rather than provide the answer there and then.

If you do offer email support then it’s probably prudent to have a have a publicly available FAQ to save people emailing you repeatedly about the same thing.

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srhnbr says
kops said

Hi Sarah,

Absolutely! Do you have my contact details from the support requests?

J

Hey Jon, could you email me from my profile page? I would love to talk to you about this further!

Sarah

*edit: I found your email so I’ll email you now. If you don’t receive anything within the next 30 min could you please email me?

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der says

Considering I have some experience with support myself, and dealing with all kinds of things every day, I am going to share my experience with those of you that are having the same problems I had when providing support since the beginning.

At first I started just like everybody, providing support via the Comments. This resulted in people posting lots and lots of comments about their issues, errors and all. This was not cool IMHO . So I usually referred them to my email (huge mistake).

Email support might seem like the option, but it’s not. You will end up receiving lots and lots of email, and people will request lots of things. Long story short, your customer satisfaction will fall. You could think: But hey… that might not always be true. Well, I’m a very kind person and I help people even when I am not supposed to, so even if you’re Mother Theresa helping, you’ll still be overwhelmed by the amount of emails you receive.

Also, if you don’t have any organization whatsoever, you’ll be broken in pieces with all the emalis you’ll receive, every day, even on weekends. It took me a while and some headaches to realize this.

Then I decided to create my own support forum (based on vanilla). I’m a big WordPress fan and tried BBPress at first, but didn’t like it.

Before switching to the forum, I had created some support guidelines, which provide users a general idea on the things we do support. Those guidelines were moved to the forum and made formal.

The forum has been running fine until recently, lots of compliments, happy customers and everything… a pleasure to work with. Recently the amount of customization requests have increased, so the users need to be reminded the kind of things you support, and that you don’t provide customizations as part of support.

Ah, one last thing… Make a schedule for support, and let your customers know about it. I personally provide support from 9am to 2pm, mondays to fridays. No support on weekends. Your customers will understand that, and won’t be mad at you if you don’t answer immediately, they know the rules.

Hope it helps anyone,
Cheers!

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