Ask HN: How do you provide support to your SaaS application

4 points by rjpn 6y ago ↗ HN

I have a small SaaS app running but I am struggling to support my users vs spend time in building/maintaining app. I am unable to respond to some of my user reported issues quickly and it is hurting the credibility of my application. How do you guys handle this? Do you hire someone for support?

1 comment

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makeee 6y ago ↗

How many support requests do you get per day and are you getting the same questions again and again? One idea would be to make your support page show an FAQ and include a "contact support via email" link at the bottom. I only get 3 or 4 a day so don't have a problem answering them right away. It can be a distraction when I'm deep in work mode, but I also often learn something important talking to users, so worth it for now.