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software sellers! are you charging for client support? pros/cons?

by radhika
6 replies
Warriors who are selling software products,

1. Are you charging extra for software support?

2. If yes, what are the pros and cons? ( Ex: Do you think your sales are affected by this addition?)

3. How much you charge? onetime/recurrent? yearly recurrent?

4. You hired people for client support?

5. How much percentage of the cost (of your software) you charge as support fee?

6. If you are not charging, how are you managing the client support?

It's been like this:
If a person buys the software 2 years back (using it until today) changes the host > can't make it work > asks you to look at it.
Another person don't understands how to implement a feature (though there is documentation on it) and complains that the software is not working.

Simple scenarios like above ...

What will you do? Better charge for support AFTER A certain period?

thanks for your time!

.
#charging #client #pros or cons #sellers #software #support
  • Profile picture of the author Brandon Tanner
    I provide lifetime support to my customers, and never charge for it. In my opinion, the "costs" of providing free support are nothing compared to the benefits (happy, loyal customers that tell others about your product and excellent support, etc).

    Selling a web-based script is a little different than selling a desktop software app, because then you have to decide whether script installation is included as part of your "support". Definitely a good idea to make it clear on the sales page whether that's included or not.

    One thing I've found that dramatically reduces support requests is to have an extensive FAQ and training center for your products (think step-by-step videos that cover every possible detail of your product).

    Since I've begun doing that I now only spend an average of about 10 minutes a day on support requests. Not too bad for over 6,000 customers

    When I get to the point to where I'm spending more than 30 minutes or so a day on support, I'll probably hire a part time VA to take care of that for me.
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    • Profile picture of the author radhika
      Selling a web-based script is a little different than selling a desktop software app
      That is a big difference. Because I am having many desktop applications. I didn't even remember when was the last time I sent a question to the vendors. But I agree that last month I was submitting a helpdesk ticket to my license management script author.

      One thing I've found that dramatically reduces support requests is to have an extensive FAQ and training center for your products (think step-by-step videos that cover every possible detail of your product).
      Yes. I moved to that perspective already. I hope that makes a difference.

      ... I now only spend an average of about 10 minutes a day on support requests...
      You kidding. Right? Yes, I think you are joking :p 10 minutes?

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      • Profile picture of the author Brandon Tanner
        Originally Posted by radhika View Post


        You kidding. Right? Yes, I think you are joking :p 10 minutes?
        That's no joke, my friend. I spend a lot of time up front making very detailed Help / FAQ / training content for my products. It really pays off exponentially in the long run, with all the time saved on support.
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  • Profile picture of the author daelx
    You know... I did video tutorials and virtually eliminated support questions...

    If I do get a support question I refer them to the videos.

    This seems to work well for me.
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  • Profile picture of the author jacktackett
    Originally Posted by radhika View Post

    Warriors who are selling software products,

    1. Are you charging extra for software support?
    -JT Yes, its 20% of the original cost - paid yearly. This gets the customers all updates yearly, plus 9-5 ET email/phone support

    2. If yes, what are the pros and cons? ( Ex: Do you think your sales are affected by this addition?)
    Pros: Most of our customers want support given the critical nature of our program for them (Its a compliancy related software package - typical implementation price is 100K)
    Cons: Support takes time - typically about 30-50% of my time each week.

    3. How much you charge? onetime/recurrent? yearly recurrent?
    20% yearly of original price. The program keeps working if they don't pay - but they get no support or upgrades. Since 2004 we've not had a single customer stop paying.


    4. You hired people for client support?
    No - I've hired for development and implementation and sales, but me and the other co-founder still handle most of the support (mostly me :-)


    5. How much percentage of the cost (of your software) you charge as support fee?


    6. If you are not charging, how are you managing the client support?

    It's been like this:
    If a person buys the software 2 years back (using it until today) changes the host > can't make it work > asks you to look at it.
    Another person don't understands how to implement a feature (though there is documentation on it) and complains that the software is not working.

    Simple scenarios like above ...

    What will you do? Better charge for support AFTER A certain period?

    Charge up front - not later. If its something quick - for the good will I'd handle it directly, maybe point out to them what a great thing support is. If they come to the well too often, then cut them off - otherwise, if you don't help out your customers, someone else will!

    thanks for your time!

    .
    No prob...
    best,
    --Jack
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    • Profile picture of the author radhika
      Thanks Jack!

      I don't mind offering free upgrades. But support? It is real time cruncher ...

      Charge up front - not later. If its something quick - for the good will I'd handle it directly, maybe point out to them what a great thing support is. If they come to the well too often, then cut them off - otherwise, if you don't help out your customers, someone else will!
      Can you explain it a bit please?

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