If your product requires interacting with individual customers during their 30 day trial, that would seem to be something you'd want to work on changing immedia

If your product requires interacting with individual customers during their 30 day trial, that would seem to be something you'd want to work on changing immediately. The sorts of questions that people frequently ask in the first month, tend to be things that would fit in a FAQ. If you find yourself sending the same paragraph long email more than once, it's probably worth finding a UX tweak to the product to ensure you never have to send that mail again. For my products, for every 100 trial customers, I'll exchange emails with maybe 5 of them. That mail is usually very short, pointing to the piece of documentation that explains the issue. Only in rare cases is any actual involvement required on my part. That's baked into the product intentionally.