1618 posts Chris Robinson
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contempoinc says
And thats where I want to get. make my items so flexible and easy to use that I dont waste my time on support. Completly dropping support for a file will never be able I guess, but reducing incoming requests aint that hard.

+1000 – I’m on the exact same page. I’ll always offer support for my products, but the real Holy Grail here is products that are so easy to use (and well documented) that an author doesn’t need to carve out 4 hours a day to answer support requests. Kriesi is totally right, it takes a little extra time, but it’s not hard to launch a preemptive attack on support-emails with a few extra steps.

I just released the third version of my documentation (now including an extensive FAQ section), and the number of emails went down by 90%... the remaining emails are either requests for custom freelance work or people who didn’t realize there was an update (this would be a great feature in the future, not everyone uses Twitter or RSS ). Moral of the store – code it right the first time around – release updates for known issues that users bring up early in a product’s life cycle – and DOCUMENT your products like crazy.

Couldn’t agree more, would also love to see an FAQ tab on the product pages themselves, hopefully will be included in the redesign. It’s funny I get a lot of emails with questions that can solved by just reviewing my documentation but I guess some people don’t like to read directions.

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JeffreyWay says

Now that would make a great article for the blog, Epicera. :)

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agrofore says

Rating the support sounds like an excellent idea. I wish I could have been warned the support would have been non existent after buying the faulty(?) QuickRise theme! :(

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RobbyDesigns says
...I just released the third version of my documentation (now including an extensive FAQ section), and the number of emails went down by 90%...
Exactly what I said earlier, if the designers put some tips in for dummies then we’d all be a bit happier and, let’s be honest, you’d only need to write these tips once. For instance, explain to us how the cujon works and why we’d want it, tell us how to slow down that super-fast image slider. Once you’ve written it all out once you could easily just copy ‘n’ paste the relative parts into your new design’s Help file and everybody is happy. You’ll never reach a point where nobody gets stuck but you will save yourself and the buyer time and aggro.

PS how do you guys add those little faces to your posts?



(Funny little dot below seems to fix the IE7 glitch with posts overlapping the ‘Posted about 1 hour ago’ stuff.)

.

1618 posts Chris Robinson
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contempoinc says
PS how do you guys add those little faces to your posts?

They’re inserted just like you would text or instant messaging, with ”:)” = :) without the surrounding quotes.

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RobbyDesigns says

Aaah, it’s a left-handed thing, see I was typing it (: but it should be the other way around::) :) :( ;)

Damn the world and it’s leftyism!

Not In Portland Image Hosting

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stevebluck says

I think there should be a support package that the user can purchase with your theme, that way everyone wins.

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ThemeKioken says
I think there should be a support package that the user can purchase with your theme, that way everyone wins.

+1000 on that. And then they can rate the support.

Wait on second thought, buyers may also interpret that as if they can ask for theme customization with this though. And if we don’t, there comes their refund requests. Naah, -100000000 lol

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stevebluck says
I think there should be a support package that the user can purchase with your theme, that way everyone wins.

+1000 on that. And then they can rate the support.

Wait on second thought, buyers may also interpret that as if they can ask for theme customization with this though. And if we don’t, there comes their refund requests. Naah, -100000000 lol

Hmm maybe they should be charged per email they send us then! That would deffinately change the amount of support requests we get (: . Probably wouldn’t work but I can’t think of anything else heh.

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MDNW says
Now that would make a great article for the blog, Epicera. :)

Funny – I had the same idea this morning – I know that CreativeDrew is working up a documentation article… I’d love to contribute a followup article on a couple quick and easy ways to reduce your support emails (I’ll need a sexier title). Thanks for the nudge Jeffrey :)

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