Benefits of providing customer support

Doing customer support can bring more benefits than just another happy customer.

An interaction with a customer of your application can lead to:

  • Understanding what the customers want from your application
  • Learning where customers learned about your application
  • Ideas for future features
  • Recognizing which problems return with different customers
  • Leads to other customers
  • New vectors for marketing
  • Fixing the underlying issue for the above problem or otherwise reducing this support request in the future
  • Writing an FAQ article
  • Creating a how-to-video for the issue
  • Publishing the above video on YouTube
  • Publishing an article explaining this video on the blog
  • Tweeting and posting on Facebook about the article on the blog
  • Mentioning it in the newsletter as a tip, perhaps
  • Writing an article on the blog about how customer support can benefit you
  • Tweeting about the above article

Song: App Oddity

I made another musical video. This time I remade David Bowie’s excellent “Space Oddity” with lyrics on the subject of ups and downs of indie app development. It should be more accessible to the general population than my previous video about the programming language Swift.

Lyrics are embedded in the video but here they are in full:

App Oddity
~~~~~~~~~~

App Review to Coder Tom
App Review to Coder Tom
Take your caffeine pills
And put your headphones on

App Review to Coder Tom
Commencing countdown,
you’re logged on.
Check submission
and may Jobs’ love be with you

This is App Review to Coder Tom
You’re featured on first page
And the web sites want to know how much you’ve made
Now it’s time to go out and celebrate

This is Coder Tom to App Review
I’m stepping through the doors
And my head spins in a most peculiar way
And the App Store’s very different today

For here
Am I sitting in my basement
Far from outside world
Why do I feel blue
Is there something I can do?

Though I’m past
one million free downloads
I can’t see many sales
And I think I might've chosen wrong way to go
Tell my customers I care, 
'cause they should know

App Review to Coder Tom
Your app is dead,
there’s something wrong
Can you fix it Coder Tom
Can you fix it Coder Tom
Can you hear us Coder Tom
Can you…

Here am I lying in my basement
Far from outside world
All I feel is blue
And there’s nothing I can do