Providing support has an opportunity cost as does developing features requested by users. If your early users are "harbingers of doom" and you listen to them for feature requests, you're going to have a rough time.
Recently I signed up to test a new SaaS app that I thought would be useful. The marketing language on the site was a bit different from what I found inside the app once I got going. I asked the support team for help and instead of leading me on with promises of adding things in the future, they just told me the app was a bad fit and refunded my money. I appreciated that. I was not going to be a productive user for them. Focus is key.
I think this is one of the reasons apps like Stripe take so long to go international. The user needs are very different and there's a real cost to taking on the responsibility of grappling with them.
Recently I signed up to test a new SaaS app that I thought would be useful. The marketing language on the site was a bit different from what I found inside the app once I got going. I asked the support team for help and instead of leading me on with promises of adding things in the future, they just told me the app was a bad fit and refunded my money. I appreciated that. I was not going to be a productive user for them. Focus is key.
I think this is one of the reasons apps like Stripe take so long to go international. The user needs are very different and there's a real cost to taking on the responsibility of grappling with them.