Please Hire Support Already

Feedback
1

I’m a happy user of write.as, and have been since 2021. There are some things that I’ve come to expect with the software.

It works
By in large, it just works (for my use case). I’m just blogging now and again on a personal site. That’s it.

Intentional Development
This is probably why it works. Development is intentional (though some may say it’s slow, and they wouldn’t be wrong). In a world of feature bloat, it’s refreshing.

Support is Bad
I haven’t needed support very often, but I see posts from others frequently that just go unnoticed or unanswered.

I’m sure I could find the exact age somewhere, but I’m pretty sure write.as is about 10yrs old give or take. For the life of me, I can’t figure out why Matt hasn’t hired one or two part-time support reps to help folks out in the forums.

I started a software company (now sold), and I know about hiring support. I know how to scale support and to keep expenses low. I offered to share with Matt how he could do this so that he could focus on what he really loves (coding). He’d be happier, and his users would be happier.

Anyway, I never heard back. Fair enough.

But I’ll just say that not paying someone to help with support after this long in business comes across as greedy, or inconsiderate to the best experience of the users. Neither is a good look.

That’s my feedback. I’m sure it’s an opinion shared by others.

1 Like
2

Hey Justin, I appreciate the candid feedback. And it’s great to still see you around here for so long – I’m glad the product itself has continued serving you well over the years.

On the support issue, agreed, of course. It’s taken too long just to get back to you on this. My life was still being upended when you reached out, and so responding to you got swept under the rug along with many, many other things that I’m still getting around to now. Besides that, funds were tighter and I didn’t think I could balance training new people on top of everything else. Either way, shouldn’t have left you hanging.

That said, if you’re still interested, I’d love to chat and would really appreciate your input on hiring support. Now is a perfect time – we’re in a better spot financially, and I finally have the capacity again. Anytime in the near future should work for me – just let me know what you think.