How much customer service time do you spend after launching?
I'm currently working on a video course, and am wondering about how much customer service work I may have once I get customers. Obviously there's no scientific formula for this, but I'd be curious to hear anecdotal experiences from other IH'ers. Were you inundated with complaints, compliments, refund requests, bugs?
Thanks in advance!
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I've launched a couple products - a book (twice) and a video course. For both of them, customer service has been pretty minimal. I set up an email to go out a few days after they purchase, to ask how things are going, and that's where most of my replies come from.
Refund requests are (thankfully!) pretty rare. I spent a lot of time polishing the examples and making sure they worked before releasing the products, so that probably helps somewhat. And I try not to oversell the outcome. If the product matches the sales pitch, I think that helps keep refunds low!
It's pretty rare to get an email out of the blue asking about how to solve a particular exercise in the book, or a bug report, or whatever... but they do happen. Honestly though, I think if I didn't send the "How's Pure React going?" email, I would have near-zero support-type emails.
I hope this reply isn't too late to be helpful!
Not at all! Thanks for your response-- very informative, and I'm glad to hear that your refund level is low as well :)