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Support means there is an issue with your product - Hiten Shah CEO at Nira

17 May 2024 · 1 min

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Hiten Shah argues that extensive support documentation signals product problems, not maturity. At Nira, he's received fewer than five support tickets in 18 months and prefers fixing the product over writing docs. He ran support himself for two years at his previous companies.

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I'll give an example in my own business. I think in the last 18 months we've had not more than five support tickets. Wow. We don't have publicly available support docs. Why? If we have publicly available support docs, that means we have problems with our product that should be solved by improving the product, not improving the documentation. And yes, I'm not insane. I understand the value of those things. In fact, at the last two companies I started, well, last two companies, yeah, products are definitely more but last two companies I ran support for the first two years as CEO.