Although with the home support, big guys (Gasol brothers and Ibaka) along with Durant, George (wish I never saw that injury) and Love not playing, think Spain might take this one.
Yeah not our best team unfortunately. But a healthy Derek Rose alongside Steph Curry is an awesome guard combination. Should be fun to watch no matter what happens. I love international tournaments, because international teams always play really smart basketball.
1. Envato needs to spend the time and money to build and host a complete and functional support system for all of us to use. Something that integrates completely with our products, with buyer licenses, and any other pertinent info that makes managing a support system for Envato products easier to maintain. As a whole, the author community has wasted millions of hours, each of us coming up with our own support systems. Just setting up a support system alone is a huge task… and if you want to integrate it with the API and sales data that a whole other huge undertaking. Envato could have a single, centralized support system will all the bells and whistles that we can just “use”. How nice would that be!
2. Envato should employ a support staff to answer basic HTML, CSS, WordPress, etc. support questions (and give authors a quick button in “Envato’s new wonderful support system” to push these questions off to) so authors don’t need to support questions that are “general” questions… We should only need to answer questions that pertain to our specific files.
3. There should be a full set of FAQs on Envato for all the major project categories that we can link to for general question as well… Even if it’s an author populated archive. Just something that we can all use without each author having to create their own on their own support system.
There’s probably a whole slew of other things that Envato could do “for the authors” to help us optimize our time, create better files, create better customer relationships, and generate more money for everyone. But it seems all the burden and expectations gets put on authors, with limited resources and time, trying to figure these things out flying by the seat of our pants.
+1Envato should initiate these kind of things first and then think about mandatory support (if even needed). Replying the buyer questions that are not related to item is a huge burden – that should be handled through centralized help section. We better do these kind of efforts and then call ourselves “COMMUNITY”.
Big +1 As authors, we get licensing questions all the time. But if we had a Central Support Forum, with a big “Licensing FAQ” on the homepage, authors could avoid these type of questions (and lots of other similar examples, this is just one).
A Central Support Forum is also a very easy way for Envato to make money on Envato Studio. Just make a huge banner ad on the support forum homepage, and watch the hundreds of thousands of dollars start pouring in.
And the best part of a Central Support Forum: Instant data of ALL support activity! Forget about polling a small sample of authors and assuming that data applies to everyone. After a few months, you’ll have data from everyone so Envato can make the best possible decisions for “required support”.
And above are just the Envato/author perks. It’s a huge pain for customers to have to register on 10 different forums when they buy 10 different items. These are loyal customers, who should be able to bookmark a single website where they can get support for all their Envato Market products.
An important feateaure that needs good planning. We should wait and see how it will work in details after the gathering data period will end.
+1 Personally the way the program was presented, I’m not a fan. But at the same time, the idea of actually earning extra money for “support” (when I was doing it for free anyway for the past 5 years) is very intriguing. So let’s see what version 2.0 looks like and re-evaluate.
And DS’s idea of putting together a community outline is a great idea. I think we should start a thread where each author could post a list of stipulations that would work for them. For example, it could be:I’d be happy with the program if:
- No changes can be made to ever get me to agree with this program.
or:I’d be happy with the program if:
- “72 hours” was changed to “3 business days”
- “6 months free support” was changed to “1 month”
- A public, central support forum run by Envato was included.
- Authors could instantly refund customers at their discretion.
- 1 month “vacation, sick, etc.” time were allowed per year, which could be activated in any increment, at any time.
It would probably be best to keep the posts focused on concrete ideas with limited commentary, so it’s easier for Envato Staff to read/digest. Then at the end of the thread, we could neatly tally up the most popular points.
Please tell me this feature is opt in
Late next week the community team is looking to put me on camera to answer questions in person.I personally do not get enough money from buyers to do a one on one with them.
I think this is miscommunication. Imagine what the reaction would be if we were expected to do Skype video chats with customers for support The statement there (at least the way it reads) is about the Envato Staff Community team planning a chat with Collis.
@siouxh .. would you guarantee someone 6 months support time, for say $20 with a product valued much higher also included? Would you also make that same commitment to 1000’s of people? Our main concern is we’re not getting enough return per sale for that level of commitment, I think you will agree.
6 months free support for a $50 fee is the equivalent of offering 30 years of free support for a $3,000 freelance project. I don’t know about you guys, but if ANY of my former clients contact me in 30 years, and expect me to work for free, I’m hanging up the phone
^ yes that’s a much better example.
2. Past history of Envato on disabling item was brutal enough to arrive this conclusion.
3. There is no explanation about this scenario in the announcement (for a reason?)
It’s in the “Things we’re still figuring out” section:
Governance, dispute resolution, refund policies and processes to help operate the marketplace in a fair and friendly way
But this is really the million dollar question. And without this information, all Envato has done is strike fear into the mind of authors. Most authors aren’t going to have a problem following the guidelines. But no matter how great and timely our support is, no one is immune to the “customer from hell” that buys our items at least once a month (and for top authors, probably once a day). So when they report us to Envato, claiming we didn’t meet our support obligations, are we going to be automatically protected? Or will Envato have a “shut it down, ask questions later” approach as they do with all DMCA’s (likely what VF is referring to in his #2).
A clear action plan for this should be top priority. Because giving us 3 months to “prepare” is useless without this information. We need assurance that our livelihoods are going to be protected, and that as long as we follow the guidelines, under no circumstances will our items or accounts get disabled at any point, no matter what.
Personally I think this is why a central and public support forum, run by Envato, is crucial to making this work. This way Envato can just track response times automatically, and review specific “support not adequate” claims easily without having to go through the huge mess of evaluating an external forum or email conversation.