Why Founders Fail To Market Their Products

Re:Why Founders Fail To Market Their Products by gnicholas on Wednesday February 22, 2017 @02:03PM (#13708194)

I'm curious to know if you've tried cutting down the customer support questions by offering different availability to different tiers of customers?

I spend a decent chunk of my time on support requests and have thought about this quite a bit. While the number of incoming support requests are evenly split across (1) people interested in purchasing, (2) people who have already purchased, and (3) people who are on our free tier, the latter group ends up having the longest support conversations.

I've thought about setting up an autoresponse that asks people to add their subscription ID to the email for priority service.

I don't know if this would work, backfire, or do nothing, and I'd be interested to know what others have experimented with.

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Re:Why Founders Fail To Market Their Products by stevoski on Wednesday February 22, 2017 @02:37PM (#13708482)

We only have one tier of customer :)

It's an old-school desktop app with a 30-day trial period, a single payment to unlock the app, and a major new version released every two years available for an upgrade fee to existing users.

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