Asking the right questions before you invest in a subscription web site software package can help you avoid serious problems later on.
When it comes to operating a subscription web site, the software you choose to manage the site is the foundation that the site is built upon. If that foundation is flawed, or fails to stand up to weight of a growing site, your business can collapse when the software fails.
To avoid these problems, here are the first seven questions you should ask a vendor about the subscription web site software package they offer.
Seven Questions to Ask
- Question: How long has the software been on the market?
Reason to ask this question: Since the software you choose will be the foundation of your subscription web site, you want to choose software that has withstood the test of time. You want software that has been around long enough for major problems to be have been found by other users, and fixed by the developer. And you want software that has been around through monthly, quarterly and annual rebilling and renewal cycles - so that any problems have been discovered and sorted out.
You definitely don't want to stake the future of your business on untested software, or software that hasn't been tested under a real world load through monthly and annual billing and renewal cycles.
Untested software will have unforeseen problems - often including fatal flaws in design which may not show up until used in the real world. You do not want to be the company that finds these problems - especially if they affect the billing and renewal of subscriptions.
- Question: How many businesses are currently using this software, and where can I find a list of at least 10 active sites where I can contact current users?
Reason to ask this question: You want to see actual examples of real businesses like yours using the software in a real world, production environment. You want to be able to visit and explore their sites and see if the features, performance and design of the software as used on their sites is compatible with the plans for your own web site. And you want contact at least three current users of the software (who are not affiliated with the software vendor) and ask them for their honest evaluation of the product.
If the software developer can not or is unwilling to provide several real live examples of successful businesses using their software, beware. It could mean that either no one is actually using the product, or no one who is using it is happy with it.
- Question: Approximately how many subscribers does the largest site using this software have?
Reason to ask this question: Some subscription packages that might run well with less than 100 subscribers might be totally unreliable and unmanageable with more than a few hundred subscribers.
If you expect to have more than 100 paying subscribers, make sure the software you are considering is being successfully used at sites with tens of thousands of paying subscribers. Otherwise you may discover the software leaves you stranded just as your site becomes successful.
- Question: Where and how is the member information stored? Where and how is credit card and subscription expire dates stored?
Reason to ask this question: Some subscription software packages do not store subscription or credit card information at all - they rely on 3rd party credit card processors to store and process this information - meaning the site operator has no access to or control over subscriber data, and is entirely dependent on a third party for the success of the site.
This puts the site at risk should the 3rd party processor go offline, and makes building a member audit trail impossible.
The only acceptable solution is for the vital subscription information and credit card details to be stored within a secure (and encrypted) database on the site owners site. Also, the software should have an easy, but secure, method of exporting member information, including terms of subscription and credit card numbers, to an off site backup file.
- Question: Where can I find an online demo so I can test this software myself?
Reason to ask this question: You should never considering investing in subscription web site software without trying out the administration features of the software. Only by trying out the features online will you gain first hand knowledge of how well the software is designed, and how well it works.
If an online demo is available, you will want to test:
- Ease of use of the software
- Availability of important features
- Reporting options
- Problem resolution options
- Security options
- Logic structure (is the placement of controls, features, and options logical)
If the software vendor is unable or unwilling to provide a fully functional online demo, beware - it may mean there are serious problems with the software.
- Question: Does the developer of this software actually use this software on his own site? And what is that site address?
Reason to ask this question: The only way a software developer can understand the needs and demands of a active subscription web site, is to be involved in running an active subscription site every day.
Only through first hand experience can the developer understand what features and requirements are needed in the software, where improvements can be made, and what problems need to be taken care of.
If the company that offers a subscription web site software package does not use it themselves to power a subscription web site, why should you?
- Question: What is the telephone number to call to get support for this software?
Reason to ask this question: Some subscription software sellers do not offer any telephone support. None. When you encounter a problem, you must submit your question via email, and hope for a speedy reply. If no reply comes, your only recourse is to send another email and wait.
Since your subscription web site business depends on the software running properly, you want to be able to reach support by telephone when you have a question or problem. If the vendor doesn't have a way to reach support by telephone, don't do business with them.
If the vendor does offer telephone support, call for support before you decide on the software and see who answers and if they can answer your questions. Doing this helps you evaluate the level and quality of support that will be available to you.
Asking the right questions can prevent horror stories
The subscription software you choose to power your web site is the heart of your business. If that heart fails, your business can quickly go down the drain.
Never assume that any subscription web site software package is fully tested and fully supported. Many are not.
The only way you can know is to get answers to the seven questions above - and then verify that the answers provided are actually true.