@Carl Hancock -

Hi, I only dabbled in Wordpress early this year and am quite interested in the product business side of WordPress, in particular on support. Woo has stated repeatedly that their data point shows that support is "killing" them financially, however not much is shared on the details.

Can you point to any link that you have previously shared on this?

1. How big is your customer base? What proportion are grandfathered customers?
2. How big is your operation i.e. how many headcounts? And what's the distribution i.e. how many are support, how many doing development?
3. It seems that you are moving (or already moved) from forum-based to ticket-based support, what are the challenges that triggered you to make the transition?

Appreciate your sharing :)