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> You clicked the wrong button. Please re-read the instructions.

Probably not the best customer response I've seen from someone doing customer service.

As a learning lesson for others out there with a SaaS service. If you cannot have a phone number for support, absolutely provide a clear and easy to find email address for support. The people who tend to be the most likely to not understand the cancellation process, or have other similar issues, have a large intersection with the people who will have difficulty contacting you via something other than phone or email.




Agreed. I was arrogant in some of my blog post comments. I've changed my tune since then. For me, gaining confidence in my product and gaining traction turned me into a more customer-service friendly person.


I was just giving you a tough time there with that. We've all been there. I certainly have.

Customer service is always full of challenges and I'd be curious to hear your thoughts about things you've learned and changed since then to make support more streamlined. It tends to be one of the earliest scaling challenges new companies face.


I like your admittance to prior arrogance instead of doubling down.


>> You clicked the wrong button. Please re-read the instructions.

> Probably not the best customer response I've seen from someone doing customer service.

Right. It may be perfectly accurate, but it doesn't come across as at all sympathetic or helpful -- especially to an already-frustrated user. I also suspect a good number of those users are not native English speakers, making the (lengthy) instructions even more likely to be a source of confusion.


If you don’t have support@ as an email address that actually reads the inbound messages you’re doing it wrong. Ditto for billing@, legal@, dmca@, and shibboleet@ (unpublished of course).




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