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by ryandrake
3049 days ago
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When you used the word "support" I thought about something else too not to forget about: Customer support. When I turned on a side project iOS app a while back, and actually managed to get customers paying for it, I soon found myself swamped with support requests. "How does this work? It crashed, help! I'm getting this error message!" Also, automated bug reports. The app was bringing in tens of dollars per month, not thousands, so how does supporting this even make sense? I thought: Well I took their money, so I kind of have to own this, but it was shitty. Have a plan for customer support. |
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If you're getting an overwhelming amount of support requests compared to how much money your product generates, something is wrong.
1. If large amounts of tickets have a similar root cause, make sure those customers are picked up before they create a ticket. Maybe you fix the issue, implement the suggestion, have an FAQ you make sure they see, rework your app so that this no longer comes up, etc.
2. If you have a ton of free users producing a ton of support requests, and not enough revenue from the product, you might be monetizing it wrong. Could be a sign of a bad conversion rate, a bad monetization strategy, or simply a sign that you shouldn't have a support stream for free users.
3. (General advice) Do all the customer support yourself for as long as you can. This is the best way to know what they want and they'll be happier for it. It won't stop making sense to do this until you really are a big company. And even then I'd still advise to pick up support tickets whenever you can.