I’m thinking about offering Skype support for a few hours a day. The product is a new windows app with a few hundred paid up users and I’m the sole developer — with a day job.
My motivation is twofold. I’d like to stand out from the competition in terms of the support offered. But more importantly, I’m thinking to use it as an opportunity to speak to as many early users as possible — to pick up on feedback, features that are difficult to understand, things that might be missing.
While this would not be commercially feasible in the long term if the product grows — the price point is $47, soon to be $57 — my feeling is that it would be beneficial in the early months of the apps release.
I can see the potential downsides — inundated with calls from non-technical users. But it’s something that could be switched off at any time if it didn’t work out or was interfering too much with development. My T&Cs only promise email support, so there would be no obligation to continue it or offer guaranteed support hours.
Like most developers, I have a hesitancy when it comes to direct 1 to 1 interaction like this, preferring to hide behind a website, forum, blog and email. But I think this is a mistake.
Do any of you offer Skype support for a low value product? And if so, can you offer and pro/con feedback?