Captions · AI video editing app
Let an engineer answer support herself and fix issues right away in the code
Worked well while finding product-market fit, guest says
Workedcustomer-supportfeature-development
What they did
At four people, before any dedicated support hire, one engineer answered customer messages in Intercom from 6-9 AM and again at the end of her day, and fixed issues she saw straight in the code. Gives the fastest possible feedback loop while finding product-market fit; replaced by a support team as the company grew.
What happened
Fast customer feedback during the product-market-fit phase.
- Stage
- Pre-launch (pre-pmf)
In their words
Sub Club by RevenueCat · How to Reduce Churn & Boost Growth with Fast, Empathetic Customer Support — Eli Winderbaum, Captions“one of our engineers was replying to customers from 6:00 AM to 9:00 AM and then at the end of her shift.”
“when you're finding product-market fit, you want to hear from your customers as as quickly, as efficiently as possible, and that really worked for us.”
Get tactics like this every Monday
New tactics from the week's founder interviews, each linked to where it was said.
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