a single source, nothing corroborates it

Answer the trial user before anyone else

Someone on trial is comparing you against rivals right now, so a ticket left hanging can hand them to a worse product. Run presales questions, onboarding, inbound support and bug tracking as one job rather than separate functions, since a gain in any of them lifts the others, and hold refund requests to zero through support that verges on excessive.

The method

1. 01

   Prioritise questions from people still on trial, because one ticket left hanging while they are comparing you with rivals can send them to a product that suits them worse.

2. 02

   Run presales questions, onboarding, inbound tickets and bug tracking as one single job rather than separate functions, since a gain in any one of them lifts the others.

3. 03

   Track refund requests as a headline metric and drive them to zero through support that verges on excessive.

4. 04

   Hold off on a full customer messaging platform until revenue supports hiring people to do support; before that it is more tool than you need.

What it returned

• Zero new refund requests was a standing monthly goal and quarterly key result for Zue, which he attributes to obsessive customer support and outreach.

• The author eventually made Intercom the primary support tool while keeping help articles on WordPress

Sources

• Micro-SaaS Ebook: Retention & SupportTyler Tringas · tylertringas.com · Why retention is so important · 2017-07-31
• My Most Profitable Month EverCory Zue · coryzue.com · Last Month’s Goals · 2019-12-02