[laserpistus]

We have a shared support inbox through Zendesk which has been manned by one part time employee, just scaled that to two part time as we hit $1.5M ARR. We have a FAQ, also via zendesk, to answer common questions. Otherwise we steer most requests to the common mailbox. We have built some apps in Retool to allow customer support to handle common issues like refunds, cancelling subscriptions, updating users, enrolling users to courses, etc. Then there is a slack channel where we can discuss special issues that come up.

We do not fix reported bugs unless they are deemed to be critical, and rather focus on shipping features as we think that brings the most value for us and customers in the long run.

Things are running well!