Good customer support makes all the difference

I'm one of those people who consider customer support crucial.

I hate products where customer service is absent, when they respond off-topic, or when they handle issues carelessly, dragging out resolution times until you just give up. It's a differentiating factor between two products. It can take a tool from "ok tier" to "top tier" just because you have humans who are competent and actually solve your problems. The opposite is true. A good product can become "meh tier" if it's poorly served by its customer service.

I talked a while back with Jonathan Lefevre who actually wrote a book about this, explaining how much of Captain Train's strength relied on the quality of their support. If you're interested in the book: "L'obsession du service client: Les secrets d'une start-up qui a tout misé sur l'expérience client" (sorry, in french), you know what to do.

Customer service is part of UX in the broader sense. Many people think of UX as just a thin layer of paint you slap on a website. That's not what UX is—it's the entire user experience: how we're addressed, how our problems are solved, how APIs are designed, the documentation. It's what makes Stripe acclaimed for its dev experience, what keeps Amazon crushing it.

Anyway, I care about this.

And right now, it's great—I've had tons of recent exchanges on hakanai.io with users. And I'm pretty proud of the feedback:

I have also looked at other newsletter systems, but yours is the best so far because of the RSS feeds and the ability to edit the email appearance through the MJML coding.

By the way, very good support

Oh, great, let me tell you that this is one of the best supports I have experienced, thank you so much

Hey, just wanted to thank you for this feature, already tested and everything was perfect!!! Will do any future recommendations I see for the platform. Thanks!!!!

There you go. Running a company means ups and downs. This kind of message helps put the rough moments in perspective.