The whole article is more than worth reading for WordPress plugin providers, as Thomas goes into detail about support for both, free as well as paid plugins, and shares useful tips.
However, this introductory part from right at the top of the article is something every plugin developer should memorize, so perfectly does it sum up what you’re in for when you build a business based on a WordPress plugin:
What Is Support?
The main purpose of support is to help people use and understand a product. Therefore, support is not only an email reply or documentation. It extends to the following:
- making features self-explanatory,
- writing understandable labels,
- fixing issues caused by other plugins,
- making the user feel like you are ready to help.
Beside helping others use your product, you also benefit from support.
Read the full article Smashing Magazine:
Lessons Learned From Plugin Support