147 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 10+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
+2 more
FlexiPress says

Hey guys,

After releasing a couple of themes, we have found that support can be difficult at times. Some people need support right away, and when theming isn’t a full time job, this can be difficult. A lot of people also have customisation requests which they are willing to pay for.

This got me thinking, would people be interested in realtime live support? You would have a one on one chat with experts, where you could share screens, files, and code snippets. Each expert would have ratings and specialise in different areas (e.g. Woocommerce). Experts would be able to sign-up and provide support, and would be rated according to their helpfulness. Think stack exchange but realtime.

Would you guys be interested in something like this? Let us know by filling in the survey below!

http://poll.fm/43jzb
585 posts
  • Has been part of the Envato Community for over 1 year
  • Sells items exclusively on Envato Market
AlexFjord says

It is an interesting concept but it cones down to age old questions:

is this a free service and if so how do we ensure proper commitment? If its paid who picks up the bill?

how do we ensure the support understands the finer detail of a theme (evenas an ecpert) unless it is just dedicated to one author?

the big one: is this not taking potential earning away from authors who could otherwise charge for customisation and how to enforce and cure the same old problem of some buyers not understanding the difference between support and custom modification?

it’s not a stupid idea but it would be very difficult for envato themselves to set it up

147 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 10+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
+2 more
FlexiPress says

Hey Alex,

Good questions. The idea would be that this would not just be for Wordpress/Themeforest authors. It would be an open platform for all developers. If an author wanted to offer paid realtime support, they could sign up as an expert and redirect their customers to their page. They would be paid for the amount of time they spend on each customer.

Stack exchange is great, however sometimes people need help right away. They could simply come to this site, see which experts are online, and start a one on one chat.

We are looking at building the platform, however its better to gauge interest before spending time building something people might not want :P

585 posts
  • Has been part of the Envato Community for over 1 year
  • Sells items exclusively on Envato Market
AlexFjord says

It is definitely interesting but I fear very hard to activate. Build wise is simple enough but it’s so dependant on authors time, buyer expectation, who controls financial input if problems are not resolved properly or if there is a dispute? What if an author is busy at the time you need them? Do you allow booking etc?

again I do like your thinking I just think it needs to be thought through quite carefully. Will be cool to see of I spans out. Thanks

89 posts
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $500,000+ on Envato Market
  • Made it to the Authors' Hall of Fame
  • Had an item featured on Envato Market
+7 more
MVPThemes says

I think a service free to customers but where authors pay a modest monthly fee (which would go toward paying the support techs) might be something I’d be interested in. As long as the support folks are vetted and are professional enough, I think that might be worthwhile.

147 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 10+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
+2 more
FlexiPress says

I think a service free to customers but where authors pay a modest monthly fee (which would go toward paying the support techs) might be something I’d be interested in. As long as the support folks are vetted and are professional enough, I think that might be worthwhile.

Thats interesting, so you woud basically redirect your customers to an “experts” live chat area and pay for the time he spends in chat?

I guess the general idea behind it was that it would be a marketplace for live support. A similar concept to http://clarity.fm/ but for IT/Developers.

1479 posts
  • Has referred 1+ members
  • Has sold $10,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Made it to the Authors' Hall of Fame
+3 more
OriginalEXE says

That would be interesting.

And I believe that the good model would be pricing per minutes, for example you offer x minutes for $x and if the demand is higher than that, you notify the author when his minutes are almost expired, and he can immediately add extra minutes via your dashboard.

590 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 4 years
+3 more
GravityDept says

Here’s a wild idea: theme users pay for expert support themselves — as needed. Don’t have to involve the theme author at all. I’d refer tons of customers to that.

147 posts
  • Has been part of the Envato Community for over 3 years
  • Has referred 10+ members
  • Has sold $250,000+ on Envato Market
  • Has collected 10+ items on Envato Market
+2 more
FlexiPress says

Here’s a wild idea: theme users pay for expert support themselves — as needed. Don’t have to involve the theme author at all. I’d refer tons of customers to that.

That was the original idea. Theme users would come to the site, see which Wordpress experts were online, and pay for their time accordingly. It wouldn’t involve the theme authors.

However you could add some sort of credit system for theme authors who want to pay for support as an added bonus, like what OriginalEXE & MVP suggested.

89 posts
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $500,000+ on Envato Market
  • Made it to the Authors' Hall of Fame
  • Had an item featured on Envato Market
+7 more
MVPThemes says


I think a service free to customers but where authors pay a modest monthly fee (which would go toward paying the support techs) might be something I’d be interested in. As long as the support folks are vetted and are professional enough, I think that might be worthwhile.

Thats interesting, so you woud basically redirect your customers to an “experts” live chat area and pay for the time he spends in chat?

I guess the general idea behind it was that it would be a marketplace for live support. A similar concept to http://clarity.fm/ but for IT/Developers.

Well, I was thinking more of a flat rate of maybe $100/month that the author would pay.

The issue with having the customer pay is that I don’t think they should have to pay for basic support if there is a legitimate issue. Not to mention the issue of Themeforest possibly taking a hit if customers knew the only way they could get support is if they had to pay.

I suggested that the authors pay since I imagine some elite authors already pay support techs to help out, but if we’re talking about one large support site, the cost could be shared easier where each author would theoretically pay less than if they hired someone part time to handle support for them.

Obviously I haven’t thoroughly thought any of this through so I could be completely wrong here, but right now, I think i’d take advantage of a service where I can offload my support to a trusted site for a reasonable monthly fee.

by
by
by
by
by
by