Hi Jamie,
adding to Mike's comments below. A key outcome of the core team answering support questions is that your software gets better a lot faster. This then results in fewer support chats in total, even if you are growing fast.
One of my previous jobs also included running a very large customer support organisation for a games company. A lot of the first level support was outsource and none of the game developers or product managers would ever touch a support question. The common response was that time spent on developing new features would make more money than fixing bugs. If we would have put that developer on answering support chats for 20 minutes each day, I am sure the reply would have been different and many bugs would have been squashed really fast, resulting in less support inquiries and possibly more money. This always bothered Mike and me, so when we set up Riddle, we wanted to take a very different approach, mostly inspired from the "everybody helps" approach at Basecamp (https://m.signalvnoise.com/everybody-helps-the-evolution-of-all-hands-support/)

So bottom line, yes we still spend about 15% of our time answering support questions, but even with ever increasing numbers of signups, the time spent on support is going down as Mike points out.

As far as interruptions go: If the developers help out on support - which they do in tough cases - they will focus on that case and take a break from coding. When non devs go on chat, it's usually not that hard to switch in and out of what you were doing. And yes, sometimes it means to just finish a task and make a customer wait for a minute :)

Hi Jamie!

Great questions... That's the constant challenge - I think we each probably spend about 15% of our time answers customers. It used to be higher, but we've been leverage Intercom's tools and a better FTE to solve questions from first-time users (such as 'how do I create a quiz?'). Now we get more specific product questions, bug reports, and best practice issues.

Work flow - we haven't really mastered this to be honest. We're upfront with our users so they know we aren't as fast in responding on weekends and late at night (EU-time). But the benefits far outweigh the difficulties - we learn so much from our users that it's completely worth it.

Good to know mate, I'll check it out sometime :)

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Totally agree! How businesses across different industries use chatbots might vary but overall it leads to great customer experience!

Hey Vaibhav! glad you liked it.

Thanks Arnav :)

This looks like a great product. I'm surprised that I haven't seen anything like it before. Definitely gonna check it out further.

AFAIK, it's a good growth hack to determine strong headlines. Here's an overview of how Kissmetrics did it: https://www.saastr.com/lars-lofgren-gain-30k-leads-every-month-like-clockwork-video-transcript/

> Now you have 10 to 15 headlines, you’re going to get budget. $500 to $1,000 is all you need and you’re going to go run a Facebook ad test. You’re not trying to get leads from this test, you’re not going for leads. You don’t need any landing pages, you don’t need to build anything for this test. All you’re doing is buying some data.

> All the ads are going to be identical, pick some audiences, some interests in Facebook that overlap with your target market somewhat. Just get in the general area and you’re just looking to see what the difference in click through rates is. That’s all you’re looking for. What you’ll find is that a couple of those headlines, a couple of those themes will really stand out.

> They will get much better click through rates than anything else that your team or yourself put together.

> Now you have your winners. The trick is to go build whatever the winner is. When we went through and came up with that quiz, when we worked through this PDF, “Make $1,000 the time you’d spend watching Netflix this weekend,” we had no idea how we were going to fulfill that promise. We had no idea how we were going to build a quiz that would actually tell someone what their earning potential is.

You're approaching it backwards. You should figure out your objective first and write your headlines to that.