01 Helping users become customers
They were paying.
They were frustrated.
They were leaving.
More people asked for help.
That showed us what to fix next.
People were using the app and paying for it. But when they uploaded a large file or asked it to run a report, it failed. They didn’t know if they should wait or try again. And there was nobody to ask for help.
So they left bad reviews.
I checked the data to see which jobs failed, where people got stuck, and when they deleted their accounts. First, I fixed the failed reports. Then I added a way to ask for help wherever users ran into trouble.
More people started asking for help. That was a good thing. We could solve their problems and learn what to improve. After we fixed those issues, people started asking about payments and paid plans. So I worked on those next.
Then I made it easier for new users to get started. I tested different versions to see which helped more people become paying customers.
