On December 14, 2016, my team and I pushed a significant change to our Easy Digital Downloads products: we increased the price on all extensions by 50-250%. Yes, you read that right: up to a 250% price increase on certain plugins. This change was done for a number of reasons, which I will get into shortly, and has resulted in a very interesting last three months. Since I have always been very open with my company’s financials, I would like to now share some reflections on the change that we made and to also share some of the aftermath of the change. The backstory
Since the beginning of Easy Digital Downloads, and I imagine many products, customer support has always been our biggest challenge. Taking care of customers is hands down the most difficult job in the company. It is ripe with challenging problems to solve, long hours, relentless flows of new tickets, on-going conversations that spread not only over days but even weeks and months. Providing good and, when possible, great customer support is, to put it simply, exhausting.
There have been many times over the last 5-7 years where I thought to myself I’m sick of this; I just can’t keep taking care of these people,
Source: https://managewp.org/articles/14658/reflection-on-a-price-increase-pippins-plugins
source https://williechiu40.wordpress.com/2017/03/21/reflection-on-a-price-increase-pippins-plugins/
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