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.