I'm faced with a big issue that I need your help resolving

I recently started offering website builder together with our hosting package and encountered a big problem with it.

My problem is this: customers purchase the website builder and expect you to

1. help them with building their site (how do I do this/that).
You end up spending alot of time building their site for them practically.

2. Tbe able to resolve all problems they're faced with in relation to the software. Again you spend loads of time trying to figure these out and if you can't they complain.

So people, pleeease give me your experience in this area and how you tackled this issue (I'm sure everyone offering site builder has faced some of these problems)

How do you explain to customers that this is a stand-alone program and that you're neither qualified nor is it part of the hosting service to help them build their site. All that without making them feel like they're all alone with this program and noone to turn to for support (which will lose you potential clients) ?????

Well you shouldn't offer products you can't support ,although I understand in this instance.

But your best bet is to find the products support site or knowledge base and refer them to that.

To 'limit' the amount of people with questions and help, create a video section ofr them to download and stream, create a FAQ on setting the wesite up. Give in depth articles and tutorials to set things up. This should limit things, if you dont provide the one on one support then state this firmly when the client signs up for the package.

xxen

If you decide to offer something to customers then you need to be willing to support it, and help as best you can with there questions.

Make it clear you provide the software for them to build a website, but that you will not build it for them or assist with site development.

With that said, if they have trouble using the software its definetely upto you to help as best you can. If you dont then you should not offer them the site builder in the first place.

I think you should help them if they have trouble using the software. Eg. offer tutorials and ticketing support for the builder. But clearly say before purchase on the website that you don't hep them builder, just if they are having trouble using it.

Two things that come to mind. First, make sure you are building in your support costs to whatever you charge for access to your website builder. You either compete for price - which usually means you can't afford to offer lots of support - or you charge more for the product and offer more support.

Regardless of whether you choose to compete on price or on the level of support you offer, you should follow xxen's advice. This can only improve your customers' perception of the value they receive.

Thanks for you input guys, I appreciate all your feedback and advice:)

The builder does have very extensive knowledge base and video tutorials and all that but some people still find it easier to contact you for help rather than go through all the help files...

I know alot of CPanel hosts offer site builder and hundreds of other 'goodies' and I always assumed that those hosts don't have thorough knowledge of all that software.

I'd like to hear if you think my assumptions are right or wrong??

Also, how DO you tell a novice user (without putting them off)
"you're on your own, noone's able to help you build your website"?? that's the biggest challange...

Also, how DO you tell a novice user (without putting them off)
"you're on your own, noone's able to help you build your website"?? that's the biggest challange...

"I can help you build your website for a fee of $75/hour, minimum of 1 hour. If you'd like to continue, I'll create an invoice for you and I can get started as soon as we receive payment."

Have you tried offering video tutorials as a support mechanism on your website?

You could explicitly include an hourly fee for design support.

I think optikalus has a justified point for sustaining the business.

Offer something like RVSiteBuilder..its quite explanatory itself and shows you how you can build it step by step. Ive never had any questions like that - so I assume you're just unlucky.

If they ask you about issues or problems, you can always email or ticket the developers and have a response back to them.

Like any other script you offer - you offer them support, by contacting the developer and getting back to your clients. (Isn't that the main way you get in touch with CPanel for issues and then report to your clients or hire tech/admin).

Don't worry about issues and questions - its bound to happen. You can tell your clients, since the script/offering is a value add and since you're offering it to give users more freedom of choice, you may be required to contact the developer for information. I'm sure the client's will be okay with that.

Also if client's persist for help to do things with it, specify in your terms or make a FAQ that states, you dont offer to make websites - you just offer value adds that the client can use to design a site.

Again from what you mentioned...it seems your using a tough to understand Website Maker System or your client's are really really really not used to the whole aspect of "Fantastico" or "Website Designer" addon packages, which generally have support from the "Developers" rather than the hosts anyhow.

Then again, it's your choice how to deal with such clients - and its your understanding of your business goals and standards.

Mind you each one to his/her own opinion.

If I ever offered a site builder, it wouldn't be for less than $25-$30/month. I would target the customer who wants to take the DIY route for creating a website for their small business rather than hiring a designer for $2,000 and paying $50/month in hosting plus $50/month for maintenance and upkeep.

Create some margins for yourself, don't nickle and dime yourself.

...it seems your using a tough to understand Website Maker System or your client's are really really really not used to the whole aspect of "Fantastico" or "Website Designer" addon packages, which generally have support from the "Developers" rather than the hosts anyhow.


the builder is VERY easy to use but my clients are really not familiar with add-on packages concept.... They say "you told me i can do this this & this, I don't know how to do that so now you help me do it as you promised..."

"I can help you build your website for a fee of $75/hour, minimum of 1 hour. If you'd like to continue, I'll create an invoice for you and I can get started as soon as we receive payment."

It's not the matter of money, I just really DON'T want to get into the website develiopment.


My goal is:
to provide customers with a tool THEY can use to build their own sites,
without my constant involvement
without using alot of our hosting resources (support hours) on website builder

....

1. Make sure you offer a site builder that is fairly simple and "intuitive" even for a complete novice. www.rvsitebuilder.com and www.sitezen.com are my two favorites.

2. Offer video tutorials for "how to use the site builder". There are lots of tutorial companies that offer this, and you can purchase a set of "how to" flash videos for around $100 easily. (Or you can make your own...)

3. Offer a faq that includes common questions and answers.

4. Give a "try before you buy" option, so that your customers can actually create their website *before* they purchase the hosting. This way, they can create something they like and then buy it.

5. Make it very clear that you provide the tools (sitebuilder) but you do not provide hold-holding and step by step teaching on how to use them.

6. If a lot of customers are having problems, then try raising your prices or create a new package that includes x number of hours of personal tutorial to help them create their site. (ie: make them pay for your time.)

Do you think it's possible that your marketing is appealing particularly to clients who will need a lot of help and don't want to spend much money? I've long suspected that offering an "easy" site builder is a way to select the wrong kind of client, ie. those who are too cheap to pay a designer, and aren't web-savvy enough to download and use a free template, Nvu or Dreamweaver.

Regardless, by selling an online site-builder as an easy way for the regular joe to create a great website you're creating an expectation in the client. If / when they find it's really not that easy to make the site they want then of course they'll come back and ask you for help, and you can't simply refuse.

It's not the matter of money, I just really DON'T want to get into the website develiopment.Then team up with someone who does - offer your clients "design support" (or whatever you want to call it) via companyX at $Y per hour.

To 'limit' the amount of people with questions and help, create a video section ofr them to download and stream, create a FAQ on setting the wesite up. Give in depth articles and tutorials to set things up. This should limit things, if you dont provide the one on one support then state this firmly when the client signs up for the package.

xxen

We used DemoWolf for video tutorials. Have to say they have been very helpful for our customers. There are others too ofcourse. You might want to do a search for it though

Reminds me of when customers were complaining to McDonalds that they were putting on weight :)

At some point the line of responsibility needs to be drawn - and as a business owner you need to draw it. I'm not saying to be harsh to your customers - its just important to let them know what is acceptable and what isn't.

Of course if someone is having some trouble you should be ready to offer support, if you don't want to support a site builder and design questions - why offer it in the first place?

At the same time though, if support isn't offered for the client you need to be willing to say this up front - yes it will turn away some people but its not worth having the type of customer that you can't support - its probably worse for business.......

"I can help you build your website for a fee of $75/hour, minimum of 1 hour. If you'd like to continue, I'll create an invoice for you and I can get started as soon as we receive payment."

Yep, that sounds good to me ;)