01 Helping users become customers
They paid.
The app failed.
Nobody answered.
Their complaints showed me
what to fix next.
Users couldn’t finish the work they came for. A large upload or report would fail. Should they wait? Try again? They had paid, but had nowhere to ask for help.
So they left bad reviews.
I checked where people got stuck and fixed the failing reports. Then I put help within reach, right where they needed it.
More people asked for help. That was progress. Now we could reply, solve their problems, and learn what to fix next. Their questions led me to the next issues: payments and paid plans.
Then I made it easier to get started and tested different versions, so more of the people arriving could become paying customers.
