Hey everyone,
I’m curious - how do you manage customer support for your plugins?
Lately, I’ve been getting a few support requests, and I’ve noticed that helping, especially less tech-savvy users, can be quite time-consuming.
I’m wondering if this is a common challenge for other plugin developers as well?
How do you currently handle support? Are you just using email, or do you have specific tools or workflows that help streamline the process?
Would love to hear your thoughts!
Would also be interested to hear how other Bubble plugin devs manage support!
I get the majority of reach outs for support via email, I keep canned versions of all my responses for future repeat support requests.
If it’s more app related than plugin related I provide base info on how they can handle and offer a 1/2 price 1 hr support call.
Nothing too crazy
Interesting. Don’t know why I never considered charging for a support call.
Do you get many taking you up on that?
The do majority actually, so long as it’s actually app related and not just a simple plugin question or something.
Ex) my email builder, if it’s a question on functionality or such I’ll just email reply.
If they are asking on how to do something specific that is beyond the actual just install and base usage of the builder that’s app specific I offer the call.
That’s good to know! I might start doing the same.
For the plugin related stuff, do you usually get the info you’re needing to support from those canned responses?
I’m wondering how I can speed up that back and forth of asking for screenshots of their workflows and settings just to realise they missed a setting I had already documented in 3 different places 
you would want to catch support needs already in analytics, to wow your customers. since there are some options for doing analytics in plugins already, it would be worth checking what kind of features they have to capture usage errors.
Thanks for the suggestion!
Is there one that you use and could recommend?
I usually see what kind of help they need, and if it’s some functionality that can improve the plugin, I do it. Now, if it’s something specific that the user wants and that will only be useful for that application, I offer my services as a developer and if the person wants it, they hire me.
Same as this.
I also link back to Forum posts where I explain things in details, or make a new post in the forum if it’s a new but possibly common questions and then I link to it. This helps future users find the answer on their own and other forum users can link to it if someone asks the question in the forum first
