Packaging Peace of Mind for Your Clients

Like many boutique web studios, in our early years, we were quite averse to offering support engagements to clients. However, as time passed, we began to realise the immense value offered by such engagements. Over the years, we experimented on our support offerings and gradually drifted from hour counting to smarter packaging of support services.

The latest iteration of our support packaging is anchored around 3 unique client personas, offering simplicity of choice and several client benefits like—

• Reduced circle of concern (not responsible for servers/​application stability)
• Assurance that the best practices are being followed
• Proactive support if something fails/​stops working
• Reduced administrative overheads
• Predicable pricing
• Help and guidance, whenever they require
• Knowledge that someone’s got their back

At the same time, these packages have immensely benefited us in our sales, project management, developer efficiency, and most importantly, our business revenue.

This talk takes the audience through our lived experiences, as we transitioned from squarely a maker’s mindset to that of a caregiver’s mindset that empathises with client’s challenges. Drawing from this journey, I explore the whys and hows of packaging support plans and offer insights and guidance on how one might repackage their offerings.

If you’re keen to learn more, don’t hesitate to email hidden; JavaScript is required.