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infuse01 says

Hi,
I’m following the threads on the forums for quite some time now and it happens from time to time that some potential customers are in need of some professional advice. This can be from “which theme would you recommend for xy project” to “which hosting do you recommend”.
I know there is support staff available for such questions, and on the forums there are many authors active, but still I see some need for professional advice with quick response.


So why not hiring a few “salespersons”? Their Job would be, as other salespersons on other stores, to be somebody to talk about various products. Through a simple chatbox, embedded anywhere on the website, it is possible for customers to talk to a salesperson who can assist in buying a file, where to get support (maybe it’s already in the documentation, if not the author should be asked for help,...), or how to setup the whole environment to use the file (installing the cms, requirements for the webhosting provider,...).

As I said before I know there are many authors helping out in the forums, and also the support staff always love to help (even if they’re quite busy) but I think a small team dedicated for sales, entitled for that job would really help towards a better user experience, especially for new customers. And we should also bear in mind that not every customer is seeking help in the forums, instead simply closing the website and looking elsewhere if they don’t find what they want, which results in a missed business opportunity for envato and their authors.

What do you think about that?

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themelux says

I also totally agree, I would honestly be willing to help Envato on a test process. Having Live Chat would increase sales, I guarantee it. I also agree that a lot of people don’t know about the forums; so it would help having a live chat system.

Great idea! :)

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gbs says

The support system in general needs a lot of improvements now. And I think that only until there is a stable and lightning fast support system from the core, such front-end help desk function like “Live Chat” may work. Now user needs more than one week to reach Support, via ticket. And if we cannot handle a Ticket system in a faster way, how can we handle a Live Chat support system? I totally support the idea of a better and more friendly Support system, but we have to do it from the core…

The idea of hiring “salesperson” is good, but when it comes to matters like he/she would help buyer on “which theme would you recommend for xy project” etc. then it’s a bit sensitive and subjective and should be avoided.

Just my 2 cents :D

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kaaz says

agree, also general support staff to answer some generic questions,

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Rewroc says

The support system in general needs a lot of improvements now. And I think that only until there is a stable and lightning fast support system from the core, such front-end help desk function like “Live Chat” may work. Now user needs more than one week to reach Support, via ticket. And if we cannot handle a Ticket system in a faster way, how can we handle a Live Chat support system? I totally support the idea of a better and more friendly Support system, but we have to do it from the core…

The idea of hiring “salesperson” is good, but when it comes to matters like he/she would help buyer on “which theme would you recommend for xy project” etc. then it’s a bit sensitive and subjective and should be avoided.

Just my 2 cents :D

I like the idea. To overcome that situation we can simply flash a message before the chat loads like ‘Please keep in mind that support cannot assist you in choosing items.’ or something like that. Support person won’t be allowed to help them anyway because if he/she points a customer to any specific item, and if that item troubles the buyer in future then staff will be held responsible for that.

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TNL3542 says

i dont think would go for that but again i could be wrong

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TNL3542 says

i have the same support system as envato has.. its a nice system.. when im not online for live chat .. you can still submit a email on the same forum

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