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Nice article! And I totally agree with the free users eating up support point. I was briefly part of the support team of another startup and I know it as a fact
by madhavcp 11y ago
Nice article! And I totally agree with the free users eating up support point. I was briefly part of the support team of another startup and I know it as a fact that there is nothing more agonizing than to see you falling short of time to support your paid clients. The thing is you can't give low priority to free users support requests since then they'll rant about your tool on social media and that's negative publicity for you.
In my opinion, I think no free plan should offer any support.
- chocksy 11y agoNo support for free seems good but it's very hard to do. People will always look for support no matter if you say that you don't offer it. They will bash you on twitter or something. :)
- gorachel007 11y agoYeah haha or they'll bombard your info@ email account :)
- gorachel007 11y agoI agree from a business standpoint, I recently downgraded from a paid plan to a free plan on a social media service because I wasn't satisfied with the support efforts.
- patootie 11y agoThat's even worse considering you're paying them to do just that. What are the chances that changes in the free plan? It's kind of a red flag for companies that can't muster something as simple as customer support.