Genius Scan · B2C · document scanning app
Answer every support email yourselves and build what people ask for repeatedly
Founders say it gives the best pulse on problems; no numbers
Workedcustomer-supportfeature-development
What they did
Email support for every user (free or paid) for 15 years, human answers, no chatbot, no phone. For a long time the two founders answered all tickets; a support hire came ~3 years ago but founders still review support daily and take technical issues. No formal feature backlog: requests heard repeatedly (once, twice, ten times) signal a real need.
What happened
Guest says it has been 'super helpful' for understanding problems and deciding features.
In their words
Sub Club by RevenueCat · Bootstrapping a Subscription App to 5M MAU and 2X+ Revenue Growth — Bruno Virlet, Genius Scan“We have been doing that for like past 15 years, we just do email support. For a very long time, it's me and my co-founder, we were replying to support ourselves.”
“Every time we hear about a feature, you hear it once, twice, 10 times, you, you, you know, you know, you know in yourself that that's a need, right? That's been super helpful.”
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More from this episode
- Genius Scan: Launch free for a few days, then switch to a $0.99 paid appDownloads fell from thousands a day to 1-2; switched back to free
- Genius Scan: Keep the app free with ads; sell a one-time upgrade that removes themStarted making real money from ads; founder gives no figures
- Genius Scan: Start charging monthly for cloud backup while keeping the one-time upgradeNo customer backlash; users understood storage costs recur
- Genius Scan: Let people who paid once keep their features when you switch to subscriptions
- Genius Scan: Drop the $0.99-a-month plan and sell only the $3 oneStill ~100 purchases a day, now all on the pricier plan
- Genius Scan: Show only the yearly plan on the paywall; tuck monthly one step deeperNearly everyone switched to yearly; no numbers
- Genius Scan: Keep the button for your top paid feature on screen, not in a menuHiding it cut paywall views ~10-20% for months; putting it back restored them
- Genius Scan: Test the words and icon on the in-app banner that opens your paywallOne wording converted 2x the old one; a deliberate A/B test confirmed it
- Genius Scan: Remove outside ads from the free app, even though they paid wellFounder believes happy free users drive recommendations; no numbers
- Genius Scan: Skip the paywall at signup; show it only when someone taps a paid featureFree users convert over time and recommend the app; no numbers
- Genius Scan: Beat the phone's built-in scanner with better scans and auto-export to DropboxGrowth never stalled when Apple added native scanning
- Genius Scan: Tune App Store name and ratings but skip paying for search adsTop five for 'scanning'; can't pass rivals who buy Apple ads
- The Grizzly Labs: Hire only when founders are overloaded, and pick people who work independently10 people, little management needed and low turnover
- RevenueCat: Ask users how they heard about you, with a free-text boxRevealed ChatGPT and Claude were sending people; read daily
- RevenueCat: Check 5-10 key numbers every morning, with 30- and 90-day averages30-day above 90-day means healthy; no outcome reported