>It might also be using the opportunity to do some discovery as to what people are using the platform for and who are those people The way we do that is giving

>It might also be using the opportunity to do some discovery as to what people are using the platform for and who are those people The way we do that is giving people access to the platform, letting some time go by, then engaging the users and asking questions. We also have Slack channels in case they have problems. Why we leave them alone: because I don't like it when someone immediately engages us asking us a bunch of questions when we start using something, or try and up-sell right when I'm discovering the product. I also don't like energetic chatbots popping up on different tabs of the same website, making all kinds of sounds wanting to get my attention to help me. Back off, I'll close that site and will not visit it again. We give people time so we could at least observe what's broken. Did the person not start using the product immediately? Why? Was the user unsuccessful accomplishing a key task with a key feature of the product? Why? Is it a problem of discoverability, or is it just that it is not our target user? How can we improve that either way?