“Their support problem” is a regular person’s problem getting the software to work how they want. That frustrated them enough to complain about.

I don’t follow how it’s necessarily selfish for the developer to reduce that.

There certainly are selfish ways to reduce support load, like making it harder to ask for help at all. But this way seems like the right way: listen to users’ problems and act to avoid them.

If your remedy causes more pain and frustration than the status quo, you’ll end up with more support load, not less.

Sure it’s greyer when the developer’s trying to sell something, but what does Signal gain from pushing notifications on users?

This seems to be about making the software humane and forgiving—meeting users where they are, not tricking them into something they don’t want.