alt Hacker NewsInteresting how this can be different in a B2B setting. I run a B2B SaaS and consider personal support to be very important. While I do see some of what the OP described, the overall experience is mostly very positive. I enjoy talking to customers and from what I see, most customers appreciate honest responses, even if those responses explain why something can't be done right now or is much more complex than it seems (all too often).
The difference is that my customers are mostly engineers in small to medium sized businesses. They understand that 1) ongoing development costs money, hence subscriptions, 2) there are no magic wands and things are indeed more complex than they seem.
This is one of the reasons why I don't want to get into B2C. At a first approximation, people just don't want to spend money, hate subscriptions, have zero appreciation for how much ongoing development costs, do not understand that the money has to come from somewhere and that $5 purchase 6 years ago really doesn't cover the costs, and do not understand the complexity of software and product development.
Even here on HN, if you read the comments, there is so much blind hate against subscriptions, with little (if any) consideration for a sustainable software business.
Incidentally, I thought personal support would be a competitive differentiator, but I don't think it really works that way. Yes, customers do appreciate it a lot, but so what? Business customers don't talk to each other much, you won't get "viral" recommendations. And new potential customers have no idea how your support works, they think it's the same AI chatbot and knowledge base search as anywhere else.
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With B2B there’s also the big benefit that quite often, the person buying it and the person paying for it are two different people. That makes it easier for the one you built rapport with to still prefer your services over cheaper alternatives.
> there is so much blind hate against subscriptions, with little (if any) consideration for a sustainable software business.
This is correct thanks for the comment. You will enjoy my next post which is about exactly this. (HN will not enjoy it)
I also run a B2B SaaS and I could have written this word for word.
The only exception is that I do get a decent amount of word of mouth because many of my customers are individual franchisees in national networks, so they tell their peers who they don’t compete with about me. But that’s not really so much about customer support as the product itself.
The main value I get from doing customer support myself is the same that I get from doing sales myself: learning. I have my pulse directly on what my customers need, like, and dislike about the product.
Secondarily, I do think it helps with both close rate and retention to be able to talk to the business owner, but this might be less true in other niches.
You're right to point this out.
Having maintained and done tech support for both B2B and B2C products, as a small shop and often solo, B2B customers are far more predictable and less inclined to load you up with nonsense. And your weekends are always free. However, when they do complain, you're up at 6am on a Sunday. When you have a consumer complaint, you're welcome to sleep as long as you want.
This may seem trivial, but it's a proxy for saying that your feet are constantly to the fire with B2B deployments, in a way that you are not held accountable with B2C apps. I personally work better with the B2B stress and motivation... but it's not without its mental overhead.