[ThomPete]

As someone who is running not a Saas startup but a sideproject sell a fairly popular productivity app which I am making good money on I couldn't agree more.

I would even go as far as to say that your customer support is one of the key differentiators when it comes to establishing your product as a high quality one.

The difference between me helping someone right away and then being a little delayed (it is a side project after all) is huge.

People can have serious issues with the app but as long as you support them they will thank you for your great product.

Other can have less serious problems and if you ignore them too long they can turn really sour.

One thing I also do is ask people I interact with to go write a review about the app if they are happy with the support. That's something most are happy to do as long as you provided them with support and acknowledged their problems.