Support is where users tell you the truth
Most teams think of support as a cost. A necessary expense. Something you do to keep customers happy, separate from the real work of building.
That framing misses what support actually is. Support is one of the most concentrated sources of honest user information your product will ever have. When users contact you, they’re not curating their answers for a research interview. They’re hitting a real problem and saying so.
Founders who treat support as a window into the product — not just a service to provide — get a steady stream of insight that shapes a better product. Founders who outsource support too early, or treat it as a chore, lose that signal exactly when it matters most.
Why early support is founder work
In the first months and years of a p...
