14 replies
Let say if you outsourced some techy guy to make a Wordpress theme/plugin or some sort of coding project and finally you released the plugin/theme as a product for sale.

As you know, you are the core creator who came up with the ideas, you did the sales page, you knew exactly what to do...

However when it comes to tech support, you are a coding idiot, you know nothing about coding... What would you now then do?

Do you normally forward the questions to the outsourced guy? Do you hire the outsourced guy to be your support? Or what do people normally do? Lol



Thanks
#outsourced #supports
  • Profile picture of the author Prateek Dwivedi
    Yes, in that case, you keep your original coder if he is willing, or hire another equally competent person to do support.
    {{ DiscussionBoard.errors[6528502].message }}
  • Profile picture of the author contentwriting360
    Banned
    Hello Jayne,

    I understand that you need a suggestion if it's best to hire the same coder to handle technical support of you'll hire someone else.

    If you were to hire the same coder to man the technical support inquiries, your coder should be able to communicate very well in the languages that you support. I know that there are coders, really good ones, who can't speak English straightly. Nonetheless, if your coder can speak the language well, hire him/her to man the technical support team. Otherwise, hire someone who can speak the language very well and can study the code on his/her own without the need for you to tell what the code does and what it doesn't.

    I hope this helps.
    {{ DiscussionBoard.errors[6528544].message }}
  • Profile picture of the author BurtL
    It's always a good rule that when any type of software is developed you have some sort of deal made with the original coder that they'll provide support at an established rate. Depending on the scope, it would generally be faster for the original coder to fix something as opposed to someone new trying to figure it out first.
    Signature

    Aphasia: Loss of Language NOT Intelligence.

    {{ DiscussionBoard.errors[6528587].message }}
  • Profile picture of the author ankur sharma
    95% of your tech questions will be same. Ask your coder to answer all of them for 1 month. After that create your knowledgebase and when its done. Hire him for 1 hour daily. May be pay him 100 email answers for $20 or $30 or $100 depending upon your project.

    Thats it, i hope this helps.
    {{ DiscussionBoard.errors[6528961].message }}
    • Profile picture of the author Ellie Days
      Originally Posted by pncllc View Post

      It's always a good rule that when any type of software is developed you have some sort of deal made with the original coder that they'll provide support at an established rate. Depending on the scope, it would generally be faster for the original coder to fix something as opposed to someone new trying to figure it out first.
      Originally Posted by ankur sharma View Post

      95% of your tech questions will be same. Ask your coder to answer all of them for 1 month. After that create your knowledgebase and when its done. Hire him for 1 hour daily. May be pay him 100 email answers for $20 or $30 or $100 depending upon your project.

      Thats it, i hope this helps.


      Thanks for the ideas guys, so people do usually hire the original coder to be the support for a period of time to start off.

      However, how should the support centre be presented? As in should I only creat a support email for the coder, or even better should I register a new support domain with support/ticketing scripts installed(which this way I and the coder both have a record of all the questions listed)?

      Hmm, I think the second way sounds better to me! Haha
      {{ DiscussionBoard.errors[6529327].message }}
      • Profile picture of the author BurtL
        Originally Posted by Jayne Miracle View Post

        Thanks for the ideas guys, so people do usually hire the original coder to be the support for a period of time to start off.

        However, how should the support centre be presented? As in should I only creat a support email for the coder, or even better should I register a new support domain with support/ticketing scripts installed(which this way I and the coder both have a record of all the questions listed)?

        Hmm, I think the second way sounds better to me! Haha
        Just create an email from your original domain like: support@yourdomain.com, have it forwarded to your email and the coder. For the most part, you're going to have "how do i" type questions, which you should be able to respond to. So you build a FAQ based on those. Then any coding bugs your coder can handle.
        Signature

        Aphasia: Loss of Language NOT Intelligence.

        {{ DiscussionBoard.errors[6529903].message }}
  • Profile picture of the author ankur sharma
    I think you should go for separate domain. The other main question is whether your software is blackhat or whitehat? Can you share what type of software is this?

    Thanks
    {{ DiscussionBoard.errors[6529858].message }}
  • Profile picture of the author Leslie B
    I have one of my coders (I have a few that create plugins for me) that does the support for all my plugins. I pay him an hourly rate on a weekly basis if he had to deliver some sort of support. I have a helpdesk set up where he has access too so he can immediately see the questions of my clients.

    Leslie
    Signature
    Taking it one day at a time!
    {{ DiscussionBoard.errors[6530059].message }}
  • Profile picture of the author karlmay1980
    A suggestion would be to partner together splitting profits, they do the support and you do what you do best marketing it and getting it in front of those that want it.

    This way you are both winners and they are likely to do a better job of it too>

    The other thing is if you come up with this idea from the start then when you approach someone to build the plugin suggest this instead of having to pay for the development in the first place.
    Signature
    Want To Make Your First £10,000 Online?
    {{ DiscussionBoard.errors[6530144].message }}
  • Profile picture of the author talfighel
    You can hire the same guy for support. I would do that.

    I would also want to learn how these things work because it would help me long term. I know that it will take some time and practice, but this is TRUE:

    Practice makes PERFECT.
    {{ DiscussionBoard.errors[6530160].message }}
  • Profile picture of the author williamk
    Banned
    I dont like keeping the coder for a long term. I usually make the tools and if there needs to be any more improvement done then I hire him on some contract basis.
    {{ DiscussionBoard.errors[6532499].message }}
  • Hi

    If you just need support or need to create new WP theme just contact us. Click on signature for details.

    Thanks
    {{ DiscussionBoard.errors[6533652].message }}
  • Profile picture of the author johnsonT
    What happens if coder himself starts selling the project? He has designed everything and why dont he have that much capacity to sell the product?
    Signature

    Touzles-fix

    {{ DiscussionBoard.errors[6793292].message }}
    • Profile picture of the author cashp0wer
      I would make a deal with the coder from the beginning about doing tech support once he is finished with the project.
      Signature
      My Internet Marketing Blog - Warts And All!
      {{ DiscussionBoard.errors[6794147].message }}

Trending Topics