Charge Extra for "prioritized support"?

hitmeasap Level X⁵

November 14, 2016, 5:25 pm

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Charge Extra for "prioritized support"?

Dear Freelancers,
I've seen this several times online. Especially amongst product creators who provides a product where the client most likely will have questions after they've placed their order and received the product. - They basically charge anything between $10 and $100 extra for this so-called prioritized support. It's a bit similar to the "instant delivery" in my opinion. You can pay $10 extra or whatever to get your order delivered quickly.

This is sort of the same thing, but it's with actual support. Basically, what these product creators offers are a faster response on any question you might have, if you pay the extra for "prioritized support". - However, you will never know if these people actually do offer prioritized support or not, as you won't be able to see their responses to other clients.

So, long story short. Do you think it's fair or okay to offer something like this?

Best Regards,
hitmeasap

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chetaseo

chetaseo

In my opinion, i think that ''After Support'' should be free not paid for because the buyer may not know how to go about with the purchase product to make effective use of it. Or else they will feel conned or used and may not recommend your product to others. And also not everyone may have the required crude common knowledge to utilize the product to its fullest. so i go 100% with what lynne has said.

8 years ago

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TheoSEO

TheoSEO

This is what we need. I have 100 daily orders and every day like 20 people ask me when the order will be completed. I don't mind answering them. I answer, the next day, they ask the very same question.

What bothers me, it's already answered how much time each service takes to be delivered and they still ask the same thing, again and again.

8 years ago

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hitmeasap

hitmeasap

Yeah, I see your point and I faced the same problem previously too. It's truly annoying and time consuming, especially as you'll need to answer the questions over and over to keep your response time as low as possible.

8 years ago

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Lynne

Lynne

Those buyers are usually the ones that never order anything ever, even though you keep answering the same stupid questions! I know the type... and OMG if they do by some miracle order something after driving you insane for ages, they are often the problem buyers that ask for things that were clearly not included... often things that they asked 500 times if they were included and you said NO each time.

Just saying, cos it is the truth! I am so with you.

8 years ago

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Lynne

Lynne

I'm not sure how I feel about "prioritized support". If I order a product from someone and I have a problem or a query I should receive great after purchase service otherwise I will feel like I've been duped. Making me then pay to have someone attend to me fast just makes me feel like I have been conned. Seriously like if they have so many queries and responses that they can't deal with them all timeously and efficiently is that not telling you something about the product.

If I purchase something I should receive with it everything I need to make sure I get the most out of my purchase. There really shouldn't be a need to contact support unless there is a problem right? So why would I have to pay for that?

I don't think it is the same as paying for fast delivery of a service, it is completely different.

8 years ago

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hitmeasap

hitmeasap

I totally see your point Lynne and I agree with you. However, the reason I compared it to the "quick delivery" is basically because I've literally seen hundreds of sellers who delivers in 24 hours or less, and instead of keeping it like that, they change their delivery time to 72 hours and offers a quick delivery extra for $10. - And what's the reason for something like that? - Sure, in some cases it's obviously due to their orders in queue. They get tons of orders and can't handle them as fast as they did previously, so that's one reason.. But seriously though, I bet most of these sellers are doing it to earn extra money by doing nothing.

8 years ago

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Lynne

Lynne

True and I have often used this option... but I guess that is just marketing really isn't it? I do think it is quite different. After service support is essential and should be included and should be dealt with really quickly in my opinion.

8 years ago

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Cristian

Cristian

Yes, I think it's fair, as long as you are ignoring past orders just to finish a new one you definitely deserve to be paid more. I, unfortunately, won't do this at the moment, because I can't guarantee 100% I'll deliver something in less than 24 hours, you really have to be a very dedicated full-time freelancer to offer such an option and I won't risk making people pay extra when sometimes I'm late for normal orders!

As far as I know Seocheckout hasn't implemented such a feature even though I remember making a suggestion about this a while back, but you can still put put your own extra and by writing that possibility yourself.

8 years ago

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