2040 posts Don't Worry, Be Happy
  • Had an item that was trending
  • Sells items exclusively on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
+8 more
FinalDestiny
says

I try to answer 2 or 3 times a day, I was answering them as soon as they would arrive a few months ago, even if it might sound good, it instantly decreases your productivity during the day, A LOT.

77 posts
  • Has been part of the Envato Community for over 1 year
  • Has sold $100+ on Envato Market
  • Sells items exclusively on Envato Market
  • Located in India
+1 more
Njanimator
says

everytime i visit forums ie everyday

1403 posts
  • Won a Most Wanted contest
  • Has sold $10,000+ on Envato Market
  • Has collected 50+ items on Envato Market
  • Pulled off some great moustache to raise money or awareness for Movember Australia
+7 more
greenline
says

Even if I definitely know that it affects the productivity, I answer emails or emails notifications in about 10-30 minutes from the moment I receive them…

I have email notifiers installed on all my devices and because I know people need their answer immediately (not after 2 days) I try to answer ASAP…

The only thing is when I am away from my PC and the issue requires a PC… but even then, I answer to the email/comment saying that I am away and I will come back with an answer.

I think this is very important especially for the pre-sales: 2-3 hours of delay can mean that people will buy other similar items….And for the support it can mean 1-2 stars when people rate your item.

386 posts
  • Has sold $10,000+ on Envato Market
  • Located in Netherlands
  • Made it to the Authors' Hall of Fame
  • Has referred 50+ members
+7 more
ceasar
says

As soon as the support request receives my mailbox. Sometimes within a minute :-). There is nothing so frustrating as waiting for a response

782 posts Magento Elite & Gravity Maker
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Located in United States
  • Has been part of the Envato Community for over 5 years
+4 more
GravityDept
says

Usually: immediately, unless I’m very busy with something.

Rarely: more than 8 hours.

Always: within 24 hours. Officially I don’t do support on weekends, but practically I do because most answers are so quick.

The speed and helpfulness is very much influenced by the attitude of the person asking for support. Writing things like “URGENT!!!! My client is not happy I’m taking so long” just makes me delay any reply. You’re responsible for your commitments — not the theme author. When you’ve totally lost control, then I know you’re not going to be easy to help. So I give you a cool down to avoid getting into email/comment tag.

117 posts
  • Became a Top 20 Author of the Month
  • Elite Author: Sold more than $75,000 on Envato Market
  • Located in United States
  • Has been part of the Envato Community for over 5 years
+6 more
2winFactor
says

I try to answer 2 or 3 times a day, I was answering them as soon as they would arrive a few months ago, even if it might sound good, it instantly decreases your productivity during the day, A LOT.

Yes. This.

Even with an awesome dedicated support person, I still need to get on at least once per day. There’s always questions that need the author’s attention. However, it’s best to do it in “Chunks” – I use a technique called Chunking>

http://www.gainhigherground.com/how-to-use-chunking-to-massively-boost-your-productivity/

Switching tasks frequently kills productivity, so it’s best to do things in bulk.

I would suggest at least responding to queries within 24 hours (even if you can’t answer it right away). Even letting the customer know that you’ve acknowledged their question really helps. More than anything people just want to be heard and know that someone is on it!

Andre

2054 posts
  • Has referred 50+ members
  • Has sold $750,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
+10 more
bitfade
says

first one, asap. Then inversely proportial to the rate the same person creates new threads in our forum.

315 posts
  • Became a Top 20 Author of the Month
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $75,000+ on Envato Market and is now an Elite Author
  • Made it to the Authors' Hall of Fame
+8 more
Art101
says

70% within 5-60 minutes
30% within 8 hours

1404 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 200+ members
  • Has sold $125,000+ on Envato Market
  • Has been a beta tester for an Envato feature
+8 more
Pricop
says

I’m answering multiple times per day.

6224 posts
  • Sells items exclusively on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Has been part of the Envato Community for over 6 years
+11 more
VF
says

Everyday, I read all the support requests sincerely. But not answering for the past 1 year :P

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