How to support "2nd party" software products?

4 replies
Hello Warriors, longtime lurker (so much to learn, so much here one can learn), finally have a question that seems Forum-worthy:

How would one provide support for "white label" software programs developed by others after acquiring the sales rights to them when the developers/former customer support team is giving them up to pursue other projects, assuming this type of software (ie me knowing next to nothing about coding & debugging) is a product worth getting into (and thinking beyond just today)?

Or, maybe, how would one market such a line of products if he or she didn't intend to provide "technical" fixes outside of simply redirecting the customer to someone who could?

Not sure I'm going to pull the trigger on any particular deal at present, but some offers I've seen floating around did get me thinking, good software being the potential money maker it can be, in the event something really viable in this line does come down the pike at some future point.

TIA for whatever helpful guidance or advice someone can provide.
#2nd party #products #software #support
  • Profile picture of the author perfectlovehere
    You could go to elance.com or odesk.com and pay some freelancers to provide customer support. Just make sure you train them properly first.
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    • Profile picture of the author ReignBird
      Originally Posted by perfectlovehere View Post

      You could go to elance.com or odesk.com and pay some freelancers to provide customer support. Just make sure you train them properly first.
      That's the direction I've been tentatively leaning in, actually, I guess I'm partly wondering about potential liability issues (at the least in regard to taking care of my customers) and partly wondering if there's some precedent for how this is done.

      Thanks, it helps to know it's the first way that came to someone else's mind, too.
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  • Profile picture of the author seasoned
    You don't say what kind of software it is or if you have clear source. If you DON'T have clear source, they they will have to decompile or reverse engineer it if there is a bug that you need to fix. Either one could be VERY expensive! Otherwise, what most do... I HATE it, but I guess it could work for most.... is make a list on common questions, etc... and have them on a call center, and hopefully an online FAQ, and have a smaller second tier if things get too complicated. THAT might be where you may have to provide patches.

    Steve
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    • Profile picture of the author ReignBird
      Originally Posted by seasoned View Post

      You don't say what kind of software it is or if you have clear source. If you DON'T have clear source, they they will have to decompile or reverse engineer it if there is a bug that you need to fix. Either one could be VERY expensive! Otherwise, what most do... I HATE it, but I guess it could work for most.... is make a list on common questions, etc... and have them on a call center, and hopefully an online FAQ, and have a smaller second tier if things get too complicated. THAT might be where you may have to provide patches.

      I didn't have one specific kind of software in mind and wanted to float the notion in a more general sense anyway being that I'm just beginning to look around for & at these types of products.

      Some more specific kinds I've seen recently that come to mind are search widgets, simple games, anti-spyware, scheduling & spreadsheet & word processor types of business software, figuring some would be more of a pain than others (eg the anti-spyware's potential to mess something up, I'd pass on that, though).

      Very useful info, thanks very much. Lots to think about from that.
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