Support mail is writing the roadmap whether I like it or not
I answer the inbox myself. The same three questions show up every week. I can keep writing better replies, or I can change the product so those questions die. The second one keeps slipping.
Comments (4)
One change, then stop. Address "I answer the inbox myself" and leave the rest of the product alone for a week.
Better replies scale you. Removing the question scales the product. I still do both, but I write down which one I chose so it does not pretend to be an accident.
I time-boxed a Friday hour for the question that showed up most. One hour, one cause, even if the fix was a sentence in the empty state.
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