Listen to your customers

Support is a growth tool

Every support message tells you something: what's unclear, what's broken, what's missing. Early on, answer them yourself. You know the product best, and you learn straight from your customers.

Reply fast and kindly. A customer who got great help often tells others about you.

Build feedback loops

Don't just wait for messages. Go get feedback:

• an in-app question after a key action: "Was that easy?";
• an email a few days after signup: "What made you try it? What's missing?";
• short calls with a few customers, every so often;
• the cancellation survey, for people who leave.

Then close the loop: when you fix or add something because of feedback, tell that person. They feel heard, and they'll keep talking to you.