I hope you stay better than Intel “community” forums where underpaid Intel employees take 3+ months to answer a post (original SLA was something like 2 days), return a poor quality response and then drop all further communication if the original author doesn’t respond in a couple of days (after waiting months).
That's my hope too- been at this company for 3+ years and there was a moment of time when it did truly feel like we would just spend time with only larger companies.
However, what's interesting is there is a direct correlation to the amount of conversations we can support and churn! We did put the walls up I'd say 18 months ago. Although it resulted in an okay business outcome as today, user churn numbers actually increased controlling for pricing changes.
Ever since we invested in our support tooling, we've been able to field more conversations and I think we (and the users) are better for it.
Talking to users- no matter how "small" they may be is a potential relationship for us to invest in. We will try to keep our heads to the ground always listening to users.
Talking to users and using our own product are the two hills we will die on. A company dies when they stop doing both, long before any financial reckoning I feel.
