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It's always good to read data about this stuff. One thing that stood out was "Free users eat up support". I would have thought the first thing to offer to paid
by eterm 11y ago
It's always good to read data about this stuff.
One thing that stood out was "Free users eat up support". I would have thought the first thing to offer to paid users but not free users would be support! By all means provide a forum for community-lead free support, but talking to an actual person should come at a cost.
- JoshTriplett 11y agoOr, at least, such support needs to be best-effort and only insofar as it benefits the product. If a free user reports a bug, by all means put it in the queue to fix, prioritized appropriately for its impact to all users and not just the user who reported it.
- gabemart 11y ago>I would have thought the first thing to offer to paid users but not free users would be support! Unfortunately, this makes the free plan less viable as a demo for the paid plan. People who sign up for a free plan to test out the service before getting a free plan may not convert if they don't get support.
- jdmichal 11y agoGot tiered pricing? Get tiered support too. Not a difficult problem to solve, by any means. Support can go all the way from prioritized ticket systems (cheaper -> lower) to having the cell phone number of the guy in charge of your account.