Can relate, I've been in a similar boat running a small B2B Saas over the last 2 years

>You need to develop a polite but curt tone of voice for customer support. And very focused responses in terms of action items. You might think of 3 things to say, check, but sadly 90% of the people you respond to with a list will behave like they read just one of them. Sadly this also leads to dragging things out for everyone who can handle more than one thing at a time :(

Docs... And a technical writer that'll tend to them. https://passo.uno/signs-need-tech-writer/

> - Once your core product is built, its worthwhile spending some time automating the heck out of everything. This will save a TON of time in the near future. Interesting. Anything you've automated successfully that you can share? I've heard so many times that you should hold off on automating too early because constant pivoting and refining can end up making you spend more time fixing the automation than actually doing the work itself, so I kinda paused on it. I can see how it would make a big impact on my marketing outreach, which I'm doing manually right now with not much success.

> You need to develop a polite but curt tone of voice for customer support If this makes you uneasy, it can be easier if you sign initial support replies under another name. Hey, this is John, I'll be happy to help you with that. <Blah blah blah.> Let me know if that helps. --John

Ive had tremendous success submitting files to AI and just having it produce a structured readme.md for the logic within the code, I'll do a thing where I say Give me a readme, include description of functions, logic, how its invoked, dependencies, monitoring and give me a mermaid and swim diagram of the workflow. Its great. Another thing I do with an AI helper is when I have it write out a function for me I have it write out the descriptor that can go in the readme for that function. I also have it write a header with version description path etc. It was an experiment which started with the goal is to have all the code for a simple project with its associated readme functions loaded into a textai workflow and postgres DB and I can dynamically call the readme functions for everything by having a bot yank all the MD table for all the functions and just put together a real-time readme. As …

"- Invest in good docs..." In my experience, end users don't read the docs or FAQ's or help search - they send you a question.