good points… the main thing we can probably all agree on is you authors Do need to be protected from moron customers who send in 10+ support tickets a month for different things that go beyond what’s provided… as a buyer I want you authors to have time to keep creating great products I can buy, not answering the 15th ticket from a time-leech customer.
Exactly! It’s not about providing or not support, in my opinion as an author we undoubtedly should, and actually most do, but we all want & like the idea that on our own terms. I have a 4 guys support staff and me and my partner we often intervene, and we’re trying our best, but all this to make our customers happy and to make them loyal to us and improve our reputation.
I personally (and most likely many authors) worked my ass off to get here, those efforts actually brought me here and in any case i would support, no matter what’s next.
in 6 years i’ve personally bought over 1,600 things here and asked for support for less than 18 items, total (almost all wp themes/plugins w/bugs, or minor css mods needed for appearance). being a good high-spending low-maintenance customer is good for everyone i think
First of all i pull my hat off and honestly thank you sir! Me as a buyer i barely asked for support but if i really needed, yes, i would expect some decency from the author to help me, but i personally don’t mind paying to get premium services (but that’s me, perhaps i’m an exception). Anyway bugs are not even considered actual support, it’s something ethical to fix our products to work properly.
Now the numbers say it all, we’ll just see what decisions are being made at Envato HQ and i’m sure they will decide what’s best for both buyers and authors.
I believe that authors never requested an idea of “mandatory support”, more like educating buyers to know that support is at their own discretion and what should they expect post purchase.
It’s obvious buyers now expect lifetime support. It’s how they were educated all these years. Yes measurements must be taken to clarify all this but i’ll repeat, not making support mandatory.
This question shouldn’t have been asked like this: “If support was not included in the price you paid, do you think you still would have purchased the item? “
Instead, like this: “Knowing that this is a micro-stock marketplace where items are sold as is and support is optional at authors discretion – If support was not included in the price you paid, do you think you still would have purchased the item?”.
I still believe the solution is to first clarify what’s actually “support” to both buyers and authors. Then opt for premium support packages and buyers will have better experiences with their purchased items. I would be in favor of lowering the price for non-support pack buyers (i’m also a buyer and i rarely ask for support so i’d actually like to buy a cheaper item).
Great story Calin!! One of the greatest guy around, thanks for being here for us buddy!!
PS: I’d really love to visit Viena someday, will buzz you and stress you a bit for a few days
Before this post gets locked/disabled try blurring the username of the buyer as it’s an info that shouldn’t be shared (current Envato policy).
I do share the felling, i also saw such reviews/ratings but try not to take it too personal. Keep in mind though that the rating/reviews system is under constant improvement as Envato announced on the 2014 Marketplaces Roadmap.
Great story Andy!! Would be great if we can make an Envato football championship / tournament
BAD! This change is very bad for authors, it’s about 5-7% drop in profit for authors, before I had like 80% of sales made with a higher price (because most buyers did not deposit money to their accounts). So for an item which costs $43 ($30.1 my profit), most of the people used to purchase it with a $2 fee which resulted in a total price of $45 ($31.5 my profit) , and now all the items are being sold for $43, which means I am losing $1.5 from every purchase, it’s 5% of my profit which is A LOT.
Perhaps sad for some, but not bad. For something that we never contributed to, i think we should actually be glad we even made money on them. See it as a bonus that we got lucky to have but does not apply any more, will ease up the transition
I’m so surprised so many people use ticketing systems. I was really convinced 90% uses support forums. This really encourages me to take my decision, thanks!!
Hi! I’m using Forums, Zendesk and KB. The forums are really helpful, there are a lot of answered questions, simply putting the link to the resolved issue if the customer did not find the answer, usually they even do not search Zendesk is really powerful, using it for about 6 months + I’m always sure that the customer will get a reply via email, had no problems with spam, all the emails get into Inbox. I use it as an alternative for the ticket system, used Kayako ticket system before. Its also great software, but it is a little bit expensive and complicated to customize.
Hey @mad_dog thanks so much for sharing, great info! As we speak i’m stalking your profile to get more insights , hope you won’t mind.
LumenMedia saidSome people may say “Wowww, envato is so community focused, they care about us, bla bla”, when you’ll live off Envato and it will be your main source of income and you’ll see that your opinion doesn’t matter at all, when you’re the partner with the 70% of the “business”, you WON’T think the same.
Thank you for answering us – this is why i love Envato. Friendly community, focused not only on corporate interests, but on some things too, that support this company from inside. I mean, i was impressed you have time to answer us.
I’d like to point out here that this phrase “We’re focused on Community” does not actually mean Community forums or authors. It means an entire eco-system – authors, buyers and staff. We can’t all agree on the same thing and for sure what’s best for others are not good for ourselves.