Simon Høiberg

One of my core principles in SaaS is that users should be able to self-serve and solve their own problems. Our products are equipped with: → In-app onboarding flows → Extensive knowledge bases → AI-powered customer support We also produce tutorial videos, university guides, and other educational content. Live chat or email support is not needed for most issues. In fact - many times when we did offer live chat support, our data shows that it actually increased churn rate. I think it's because "handholding" creates an unhealthy dependency between the user and your team. When you remove yourself from that equation entirely, the product becomes more independent (and much more appealing). Of course, we still occasionally help our users on email, but we've stopped offering live chat help altogether. After roughly a year, everything points towards that being the right decision.