Thank you Ilia. As I said, minor issue (that is all mine). Love the content all the same. Keep it up.

Great question, Greg! We had Kyle Racki from Proposify write a guest post on our blog on this topic a while ago: https://www.groovehq.com/blog/premium-customer-service

In short, Kyle thinks you *shouldn’t* be charging, because support has many beneficial effects on your brand and business.

But I know that in some cases, there’s no way to avoid it. In my experience, the most important thing is to avoid making customers feel like they’re paying to skip the line. If you’re offering premium support, it should be part of a larger offering, such as a premium/pro plan which includes higher tier of support along with other benefits.

That’s absolutely great to hear! I think there’s no better way to summarize our goal for writing these blog posts than “having a full page of ideas”.

I’d be curious to hear about your experience with customer success.

Hey Ben,

Thanks for the good words and also for the valuable feedback!

We added the reading time icon during our recent redesign because we think it helps our readers get a better feeling about how long it’d take them.

It’s never meant to pressure you or anyone else. On the contrary, we want everyone to feel 100% free to take as much time as they like to enjoy our content. 🙂