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MAKING A CASE
User support as more than user support
From the desk of Dhruv Saxena, co-founder, Obvious and Pause.

First things first — Pause ranked #3 Product of the Day worldwide on Product Hunt! We're super grateful for your support. If you know anyone who's struggling with problems Pause can solve, do point them to us and we'd be happy to help.

When we go through user support queries that come through for Pause, we reflect on one oft-repeated piece of advice we heard from other founders: Don’t provide customer support for an inexpensive tool.

User support might be table stakes for most SaaS products, but not for the ones that are so inexpensive, they're better off being self-served. Yet every time we go through the motions of running user support for our $1/user tool, we wonder: What better way to learn from your customers asynchronously?

When most people think of support, they imagine having to do things for their customers that their product can’t. Granted, that would be too expensive. But we look at support from another angle — as Pause's training wheels until it's sophisticated enough to find its own balance.

Support as a research tool 
 
When users reach out to us for support, we get a streamlined sense of direction that preliminary user research in a simulated environment can’t hope to match. Support is an underrated path to better post-launch research and a better product for those who actually do use it.
Support as a marketing tool 
 
While offering user support, we're able to walk customers through our best features so they get maximum use out of them. We can understand why some features see better traction than others, and communicate our product's value to the right people without hounding them.
Support as a retention tool
 
For a lean piece of software, the job of support morphs from only resolving customer queries to bringing customers back if they’ve fallen out of the funnel at some point. Beyond solving their problems so they don’t walk out of the door, support helps us nudge passive users back into the fray.

User queries are like a box of chocolates — you never know what you’re going to get. Some give us fascinating insights; others leave us staring into space. Some tell us what we need to fix, others validate our existing solutions. The bottom line is this: user support is a goldmine of research that paves the way to a better product and a user base that’s fully engaged!

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Discuss how Pause can empower happy and engaged teams with the author Dhruv Saxena.
 
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OBVIOUS CURATES
More perspectives from around us
The case against unlimited PTO
Dhruv Saxena
Unlimited time-offs, why we don't favour them at Pause and why we believe in setting healthy boundaries instead that encourage taking breaks without any guilt.
READ IT HERE →



To build in public or not, that's the question, eh? 
UX Collective 
Insights to help evaluate if you should jump onto the #buildinpublic train for product building or not, and the decision to build Pause in public. 
READ IT HERE →


How companies can support single parents
Harvard Business Review
Workplace burnout is an organisational problem that requires systemic solutions, especially for single parents. Efforts include: making an effort to hire and promote single parents and inculcating an inclusive culture, structuring work flexibly, creating opportunities for setting healthy boundaries, and supporting public policies for working parents. 
READ IT HERE →
IN OTHER NEWS
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Here's why we built Pause—our new time-off tool

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