| I would suggest that you: (1) Talk with / survey your customers to find out what's actually going on. Based on your description, it doesn't seem like you've actually talked with them. You should find out why they're not spending the required time on the site, and / or why they're not renewing their subscriptions. Figure out why they initially used the site, and what value they thought they'd get; and also why they don't feel that they're getting that value any more. Base your questions on the one found at http://survey.io . (2) Figure out the root of the problems that are causing these support requests, and fix them. (E.g. could you clarify the wording on some pages? Are people not using the site properly?). This way, you don't have to spend so much time on support. But I do agree with some of the others, a pivot of some sort sounds like it could help. Otherwise, if _after_ you've talked with your customers, you don't feel that you should keep this going, move onto something else. Edit: Also, remember that the growth really comes down to the marketing. Have you been in touch with bloggers? How are you advertising it? Doing any SEO? Or is it purely word of mouth? And if it's word of mouth, do you have any viral components in there to help people spread the word? |