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ModusMotion says

Heya!

As we all know, you can contact each author here via email by going to his/her profile and looking for the contact mask in the lower right. However, the most “casual customers” don’t know this way and posting comments on the item in case of any problems they have with the item they have purchased. In my opinion this can scare off other customers from buying this item in particular…

I currently have only one product here on sale, which is a pack of presets for After Effects (becasue I am more a film editor than a motion grapher). Once or twice per year a customer comments on this product about an issues, which is (always) a problem on their side (bad installation of CS or wrong installation of the product).

Also, I do not find any option here to get notified if someone comments my product, so I can reply fast. This might makes even a worse impression to the customer when I log in once a week to see someone has commented an issue, so he/she maybe even gives a bad rating. :(

Even with the new “Support Section” of each item, customers will stick in the comments to solve issues instead of contacting the author. To get to the point: would it be possible to add a button to each product, which leads to the contact mask of the author? Or at least a notification when someone posts a comment on one of our products?

I appreciate feedback on my feedback! ;)

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gbs says

- You have the comment notification option in Settings / Email Settings / “Send me an email when someone comments on one of my items” . That is exactly what you need.

- You can insert a call-to-action button in each of your item’s description with a link to your direct email / your support forum / or your profile for the buyers to know.

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webfector says

+1

Also, I do not find any option here to get notified if someone comments my product, so I can reply fast. This might makes even a worse impression to the customer when I log in once a week to see someone has commented an issue, so he/she maybe even gives a bad rating. :(

At the top right, go to Settings. Then choose “Email Settings” on the left and make sure the “Send me an email when someone comments on one of my items” checkbox is checked.

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ModusMotion says

Thank you very much guys! I haven’t seen these options until now… Seems like I am a “casual user” too! :D

Much appreciated!

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familychoice says

Even with the new “Support Section” of each item, customers will stick in the comments to solve issues instead of contacting the author.

That’s sometimes deliberate, as if in our case you find the authors are ignoring your issue in their private forum or via email. Nothing like posting your query where potential customers can see it for getting a response.

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ModusMotion says


Even with the new “Support Section” of each item, customers will stick in the comments to solve issues instead of contacting the author.
That’s sometimes deliberate, as if in our case you find the authors are ignoring your issue in their private forum or via email. Nothing like posting your query where potential customers can see it for getting a response.

You are right! But in my case it seems they commenting before trying to contacting me. Good Support is very improtant for me – no matter on which side I am! :)

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familychoice says

You are right! But in my case it seems they commenting before trying to contacting me. Good Support is very improtant for me – no matter on which side I am! :)

I’d recommend adding something to the support section, at the moment you’ve got FAQ’s but no link to your profile/email inquiry form, or better still a support forum. I can see it’s in the product description but you’d probably get a better response if you added this to the support section as well.

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CodingJack says

I recently switched my support preference to “send me an email” and buyer’s still leave comments. You could reply with a canned message saying “send me an email”, but even that doesn’t make much of a difference (visit any top author’s portfolio and you’ll see those canned messages repeated all over the place).

It’s true that the majority of item comments will be “negative” since the majority of people commenting need help. But if your product and support are high quality, you’ll end up with a good star rating. And above all, what buyers care about most is seeing that you’re actively helping people.

On a side note, I used to have “comments” selected as my preferred support channel, but I switched to “email” so I could get that pretty little “need support, visit the support page” message above the comment form. Because that’s where the FAQ’s live! :P

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MSFX Moderator says

^ that’s all great and all but people don’t read :D

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gbs says

Envato has been providing us with more methods of supporting clients even though it’s not required to support for the product (by default setting). However I think it would take time for buyers to change the old discussion & support experience with the Marketplace for many years.

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

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