SEOClerks

Charge Extra for "prioritized support"?



Enter a reason for deleting this comment

Charge Extra for "prioritized support"?

Dear Freelancers,
I've seen this several times online. Especially amongst product creators who provides a product where the client most likely will have questions after they've placed their order and received the product. - They basically charge anything between $5 and $50 extra for this so-called prioritized support. It's a bit similar to the "instant delivery" in my opinion. You can pay $5 extra or whatever to get your order delivered quickly.

This is sort of the same thing, but it's with actual support. Basically, what these product creators offers are a faster response on any question you might have, if you pay the extra for "prioritized support". - However, you will never know if these people actually do offer prioritized support or not, as you won't be able to see their responses to other clients.

So, long story short. Do you think it's fair or okay to offer something like this?


Best Regards,
hitmeasap

Comments

Please login or sign up to leave a comment

Join
idealmike

I'm loving all these questions you're asking lately Andre! Charge Extra for "prioritized support"? People that ask questions are people that get answers! Answers are knowledge and knowledge is power! Charge Extra for "prioritized support"? I've seen things like this being offered on here before as an Extra in peoples service. And not just for software developers either but by actual SEO's and people just selling links and SMM services and the like. Sometimes they have an Extra where you can get a tidy report for an extra couple bucks or something as opposed to just a standard report. That kind of thing.

And I think that would make a good Extra to have for a service that is a software. To provide "extended support" anyway at the least. So where as you could say, you only provide support for free for 30 days. You can provide an Extended Support for 3 months or something. I'm sure for the people that might not have much time to try their software much or aren't very PC savvy that would be a welcome and useful Extra.

I guess you could also provide a prioritized support as well so where in standard support you only help people in say, private messages/conversations on here. In your prioritized support you could also provide support through Email, GTalk or Skype either spoken or written support. Or what you could do, is create a live chat page with a special link that you give to those that purchase prioritized support as an extra then only they would have it and then you could chat to them through that, on your site or something. If they needed it.

But I get what you're saying as well in that how are you supposed to know whether they did actually provide any kind of prioritized support to them or not for the people that purchased that as an extra. I guess only those people would know as, if and when they needed it. Or whether or not they had the service/software delivered faster than anyone else also. I guess only the reviews would reflect this as anyone not getting the support would leave a bad review or something. But by then they have often long left their feedback/rating anyway.

It's a bit of a sticky wicket but I wouldn't go as far as saying it's "not fair" to offer that. What really wouldn't be fair is if they did offer that and people purchased it but they still provided the same exact service and delivery speed and support as anyone else else.

Well that would be a crime!

Have you come across someone like this or something then?

Anyway that's my humble opinion.

Mike.




Are you sure you want to delete this post?

hitmeasap

Thank you Mike, well, I'm doing the best I can and I will continue to ask questions as long as I can come up with something! Charge Extra for "prioritized support"?

What really wouldn't be fair is if they did offer that and people purchased it but they still provided the same exact service and delivery speed and support as anyone else else.


And that's just the thing.. I haven't seen anyone on SEOClerks or any other marketplace doing that, but I have seen several product creators who sells their products on their own websites.

It's usually like this:
Package 1. - 50 pages long Ebook, Videos AND a "super" blueprint. = $49.
Package 2. - 50 pages long Ebook, Videos AND a "super" blueprint + Prioritized Support. = $99.

And they often state something like this below:
We offer support to each buyer but due to the huge amount of sales we will usually answer your questions within 7 days. With our prioritized support we will answer any questions you might have within 48 hours!

If you ask me, I see this as a way to earn extra money by doing exactly nothing. At least in most cases like this.




Are you sure you want to delete this post?

chetaseo

In my opinion, i think that ''After Support'' should be free not paid for because the buyer may not know how to go about with the purchase product to make effective use of it. Or else they will feel conned or used and may not recommend your product to others. And also not everyone may have the required crude common knowledge to utilize the product to its fullest. so i go 100% with what lynne has said.




Are you sure you want to delete this post?

QuidTask

This is what we need. I have 100 daily orders and every day like 20 people ask me when the order will be completed. I don't mind answering them. I answer, the next day, they ask the very same question.

What bothers me, it's already answered how much time each service takes to be delivered and they still ask the same thing, again and again.




Are you sure you want to delete this post?

hitmeasap

Yeah, I see your point and I faced the same problem previously too. It's truly annoying and time consuming, especially as you'll need to answer the questions over and over to keep your response time as low as possible.




Are you sure you want to delete this post?

Lynne

Those buyers are usually the ones that never order anything ever, even though you keep answering the same stupid questions! I know the type... and OMG if they do by some miracle order something after driving you insane for ages, they are often the problem buyers that ask for things that were clearly not included... often things that they asked 500 times if they were included and you said NO each time.

Just saying, cos it is the truth! I am so with you.




Are you sure you want to delete this post?

Lynne

I'm not sure how I feel about "prioritized support". If I order a product from someone and I have a problem or a query I should receive great after purchase service otherwise I will feel like I've been duped. Making me then pay to have someone attend to me fast just makes me feel like I have been conned. Seriously like if they have so many queries and responses that they can't deal with them all timeously and efficiently is that not telling you something about the product.

If I purchase something I should receive with it everything I need to make sure I get the most out of my purchase. There really shouldn't be a need to contact support unless there is a problem right? So why would I have to pay for that?

I don't think it is the same as paying for fast delivery of a service, it is completely different.




Are you sure you want to delete this post?

hitmeasap

I totally see your point Lynne and I agree with you. However, the reason I compared it to the "quick delivery" is basically because I've literally seen hundreds of sellers who delivers in 24 hours or less, and instead of keeping it like that, they change their delivery time to 72 hours and offers a quick delivery extra for $5. - And what's the reason for something like that? - Sure, in some cases it's obviously due to their orders in queue. They get tons of orders and can't handle them as fast as they did previously, so that's one reason.. But seriously though, I bet most of these sellers are doing it to earn extra money by doing nothing.




Are you sure you want to delete this post?

Lynne

True and I have often used this option... but I guess that is just marketing really isn't it? I do think it is quite different. After service support is essential and should be included and should be dealt with really quickly in my opinion.




Are you sure you want to delete this post?

Cristian

Yes, I think it's fair, as long as you are ignoring past orders just to finish a new one you definitely deserve to be paid more. I, unfortunately, won't do this at the moment, because I can't guarantee 100% I'll deliver something in less than 24 hours, you really have to be a very dedicated full-time freelancer to offer such an option and I won't risk making people pay extra when sometimes I'm late for normal orders!

As far as I know SEOclerks hasn't implemented such a feature even though I remember making a suggestion about this a while back, but you can still put put your own extra and by writing that possibility yourself.




Are you sure you want to delete this post?