Do you really need product support?
Simon Pittman
Available for freelance web work! | WordPress support | Helping sole traders with their existing websites | Author of 7 books | Books & Networking
I develop and offer a range of software products - while there are no subscriptions (they are one-off purchases) I do include product support, and take this into consideration when reviewing and deciding prices.
When I mention that the price includes technical support - I occassionally get a few people reacting with "yeah, right" - that they don't need product support.
On some occassions, I even get asked if I'll lower the price for them, if I don't include the support.
However, the people who say "they don't need product support" are often the first people to contact you with questions, ask for help, etc.!
Providing support can take time and resources - especially for a very small (i.e. one-person) business.
Yes, some people won't need the support, or I'll rarely hear from them - however it's reasurring to know that the support is there.
So... do customers really need support for the products and services you provide?
This doesn't just apply to software - it can apply to almost any product or service, providing support and help after the initial sale.
You may have different support options - for example providing basic support, and then agreeing seperate work if clients require remote support, 24 hour support, phone support, installation, help moving data across, etc.
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(Some companies may even insist that the "enhanced" support is provided as standard with their products/services.)
If companies provide product support as an add-on/extra - are you sure you don't need that support? Likewise, check if support is already included (I've seen a few companies sell support for products, when it was already included!)!
Do make use of product support - if you have any questions, need any help, then ask the developer! Ask questions. If a company e-mails and asks how you are getting on, reply (even if to say everything's working as expected).
While a product is thouroughly tested, there will still be unexpected scenarios. For example, trying to run software on older hardware (or even the latest untested version of Windows for example), different setups, hardware configurations, etc.
Even with AI, ChatGPT, etc. - being able to speak to a human is still important.
Yes, there are freeware alternatives. However, you won't get the same support or service as a paid product - if at all (in some cases, support may just be a Facebook group where other users answer questions). When you are trying to get work done for a client, employer, etc. - you need to be able to get something fixed.
With my own software, I like to promote the fact that people get product support direct from the developer, rather then an outsourced call centre, chatbot, copy & paste answers, etc.
I have found some companies customer service to be lacking - especially since the pandemic. If you own a business, don't cut corners. If you are struggling to get support from a company, I usually find contacting their sales team rather then their support team will help get things sorted!
When was the last time you purchased software? Or any other type of product/service? Did you need product support, help with the product/service, etc.?
Creating and offering software isn't just writing lines of code! For an insight and tips on creating software or digital products to release/sell - my book is available in either paperback or Kindle at: https://www.amazon.co.uk/dp/B08C8R9R9W