When you offer a plugin or theme on the WordPress.org marketplace, you will be assigned a support forum. This is a place where your users can go in order to receive assistance with your product; whether that is a technical issue, help with setting up, or coding questions.

I’ve met a lot of developers over the last 10 years who have said: I’m already providing this product for free, why should I also provide free support?

While that’s an understandable question to ask, it’s also important to keep in mind that by providing the product, you are also accepting responsibility for keeping that product running as smoothly as possible.

Responsibilities aside, it also makes sense from a business perspective. Especially if you are selling a premium version of the product, because the way you treat your ‘free’ users is a good indication of how well you will treat customers who decide to pay you. Providing good, empathic support for your free users will lead to more paying customers in the long run.

While it’s not advertised much, providing support and closing support topics for your product will help with how well it can be found on the WordPress.org website. If you can close at least 80% of the opened tickets of the last 30 days, you will score higher than other products that may be similar.

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