How I do support and community

9 months ago

The author envisions running a hotel with impeccable service and otherworldly architecture.
Software, unlike hotels, is a volume business where improvements benefit all users simultaneously.
Kinopio is in an awkward phase, not yet self-sustainable but receives positive feedback daily.
The author's primary focus is shifting from coding to attracting new users and improving first impressions.
Founders are often perceived as detached, but building software requires balancing high-level thoughts with day-to-day tasks.
Support should not be over-optimized; real human interaction is a key benefit of products made by actual people.
Support is an opportunity to build a community, transforming the creator-customer relationship from 1:many to many:many.
The author uses a help site, support forum, and community chat to manage support without compromising quality.
Daily community management includes greeting new members and organizing discussions to prevent overwhelm.
Forums are preferred over chat for their slower pace and better organization, but both serve different purposes.
The author is committed to long-term customer service, inspired by companies that service vintage products.
The author invites readers to their hypothetical hotel, emphasizing hospitality and lasting service.

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