Thinking about customer support as a ‘differentiator’ or a way to drive profit is depressing. You should simply strive to do what’s best for your customers. The sort of feedback you’re getting is golden and in the right hands can be put to use rather than be dismissed. Assuming that people who disagree with your pricing model just don’t understand how business works is really telling. You have to accept that your pricing model sucks to a group of people (who are likely experiencing subscription fatigue) and decide if it’s worth losing or never getting their money.
Your support strategy is missing an outlet for needy users to ask questions, effectively blaming customers for a structural flaw in your own setup. You could easily spin up a forum where power users help each other and devs can occasionally jump in to help or note pain points. Furthermore, your development and QA processes clearly need scrutiny. The reason bug reports feel like a ‘waste of everyone’s time’ is likely because you don't have the right error logging or telemetry built into the app itself. Having to wait for a manual bug report from a user is already a failure.
It’s completely okay to define your product however you want and to reject feature requests, but to say you’ve singularly thought through every problem in an armchair, in comparison with the distributed minds of the rest of us, is pretty arrogant.
Your support strategy is missing an outlet for needy users to ask questions, effectively blaming customers for a structural flaw in your own setup. You could easily spin up a forum where power users help each other and devs can occasionally jump in to help or note pain points. Furthermore, your development and QA processes clearly need scrutiny. The reason bug reports feel like a ‘waste of everyone’s time’ is likely because you don't have the right error logging or telemetry built into the app itself. Having to wait for a manual bug report from a user is already a failure.
It’s completely okay to define your product however you want and to reject feature requests, but to say you’ve singularly thought through every problem in an armchair, in comparison with the distributed minds of the rest of us, is pretty arrogant.