Personally I think the phrase “buyer fee” needs to be removed from to the POS. If I’m a a loyal customer, and today I visit the site and see that phrase, the first thing I’m going to think is that the prices have been raised, and that I have to pay an extra fee now for everything.
BliccaThemes saidThe final score doesn’t tell the story from this game, as it was really close for a while! I absolutely loved the way Turkey moved the ball.
My poor country is trying to beat USA. Turkey have been defeated by USA in FIBA 2010 Final match and USA won Championship.
I think Spain will be Champion.
Other teams will watch what Turkey did the first half and use it as a blue-print for playing US. US will need to get better against the zone going forward.
I ignore the tone of the message, lack of politeness, capital letters, asaps and all other things, I just read what the problem is and treat the message as a regular one and give the proper response. Most of the customers change their attitude after receiving a standard message that ignores their tone, for the very few customers that don’t, they get ignored.
Great advice. I too find that customers often change their attitude when you respond normally. Maybe they see how polite and professional you were, and realize they weren’t.
I usually try to empathize with angry customers at the beginning of the response. Something like “I’m sorry to hear about your experience, ...”. It doesn’t assign blame, yet still includes the word “sorry”.
I’m curious how this would work:
Some theme authors include 3rd party plugins with their theme for sale, but then don’t offer support for the plugin (some authors state this fact on their item descriptions, some just forward their customers to the plugin author’s support site). How would this work with the new support system? Would theme authors be required to support ALL 3rd party plugins with their theme?
Maybe the best solution is to allow the theme customer to purchase a “support package” from the CodeCanyon author (even though they technically didn’t buy the plugin individually), and then the customer could get support from the best source, and the CodeCanyon author could get compensated beyond the “Extended License” sale. Then if the theme author didn’t include support for the plugin, they could still include it with their theme as long as they somewhere state “Support not included for xyz plugin, but it can be purchased separately here”.
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.