Tools and processesJul 31, 2026
On tools and processes: support inbox to product feedback loop
Support lived in email; product ideas lived in Slack; they never met. We tag every support thread in Help Scout with "b…
What workedJul 31, 2026
What worked pricing with one simple annual plan
We had monthly, annual, and a fake "enterprise" tier that confused everyone. Support questions were mostly "which plan…