What should I check about a template shop’s customer questions and support load?

Ask the seller for the support inbox, help forum or chat history covering a busy stretch and a quiet one. Do not rely on a summary. Reading twenty or thirty threads yourself will teach you more than any average. Ask for a few examples of the hardest questions, and how they were solved, so you can judge the depth of knowledge a support person needs.

Sort the questions by type. Setup questions suggest the instructions are weak. Bug reports suggest the templates break in certain tools. Requests for custom changes can be a paid side business or an unpaid burden, so ask which. Pre-sale questions show what buyers are unsure about. Also ask whether any customers pay extra for help, since that can be a good side income or a promise you would need to keep.

Next, ask who does the answering. If it is the owner alone, with deep personal knowledge, you need a plan for covering the same ground. If a helper answers, ask about their pay, hours and whether they would stay on. Look for saved replies, a help page or a short video that already handles common questions. Last, ask what the seller does when a template stops working after an update in the tool it is built for. That moment is usually when support spikes.

Key takeaways

• Sort questions into how-to, bugs, custom requests and pre-sale.
• Find out who answers, how fast, and whether they would stay.
• Ask what happens when the underlying tool changes and templates break.