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fyi, I did a small edit: I forgot to mention "support" which is arguably the most important role once you have an actual product. I solicit users to email when
by novaleaf 10y ago
fyi, I did a small edit: I forgot to mention "support" which is arguably the most important role once you have an actual product.
I solicit users to email whenever they have a question/comment/issue and reply to everything. Overall I think I have provided email support to aprox 50% of my paying customers, and maybe half of the support was provided before they decided to pay, so it is very important :)
- jimbokun 10y agoYes! Support is also the part most potentially terrifying to me, considering starting something while still employed at a full time job. Seems like it could quickly become a massive time sink and source of stress.
- novaleaf 10y agoit's actually a really great way to understand your customer's needs, and your products actual (in the eyes of the user) deficiencies. I also use uservoice to help the highly-desired features/requests to "bubble up" but if a customer asks for something and it's an easy enhancement I go ahead and implement it. Likewise if the same problem is annoying a bunch of people, I need to either document a workaround or make it easier.
- donmatito 10y agoI love doing support actually. I love talking to users, understand how they use my app. I have 600 Slack threads open with them. Any confusion, bug fix, etc... is an occasion to improve the app and learn from them. What I hate is writing content :-)