Scaling customer support is the biggest fear, but I think it isn’t as bad as people think it is.
1. You can get a long way with extensive FAQ and give people ways to help themselves.
2. Existing customers don’t need the same kind of handholding as new customers, because they know the software pretty well.
3. It is up to you how much actual support you provide.
4. Customer support heavily depends on the kind of customers you have/want. If you provide something for free, you get a lot more stupid support requests than if you charge a modest fee.
this is right. I ran a fairly technical b2b SaaS product with hundreds of paid users and we had ~10 hours of support a month, most of which was driven by new features. If you keep the product simple and build your docs into the product, you can get by with a few hours of support a week.
1. You can get a long way with extensive FAQ and give people ways to help themselves.
2. Existing customers don’t need the same kind of handholding as new customers, because they know the software pretty well.
3. It is up to you how much actual support you provide.
4. Customer support heavily depends on the kind of customers you have/want. If you provide something for free, you get a lot more stupid support requests than if you charge a modest fee.