Every user of your product has valuable insight to offer your team. That’s why it’s imperative that every user who fills out a support ticket gets a thoughtful, human response that goes beyond simply answering their original question.
In my last post I argued that all engineers should do their own support. When engineers are answering support tickets, interactions with customers act as a compass to guide product quality improvements and new feature development. In the early stages of product development, users with something to say are your most crucial lens on the world because they’re the ones who will get you to product-market fit.