·4 min read
MVP Customer Support Setup
Great support turns early users into advocates. Here is how to handle it when you are the whole team.
MVP Support Channels
- •Email: Required, your primary channel
- •In-app chat: Nice to have, increases response rates
- •Documentation: Reduces repeat questions
- •Community: Can scale with user growth
Recommended Tools
| Tool | Price | Best For |
|---|---|---|
| Plain email | Free | Very early stage |
| Crisp | Free tier | Chat and basic helpdesk |
| Intercom | From 74/mo | Growth stage |
| Help Scout | From 20/mo | Email-focused support |
| Notion | Free | Documentation |
Response Time Expectations
- •Urgent issues: Within 4 hours
- •Regular questions: Within 24 hours
- •Feature requests: Within 48 hours
- •Set expectations clearly on your site
Support Templates to Prepare
- •Welcome message for new signups
- •Password reset instructions
- •Refund confirmation
- •Bug report acknowledgment
- •Feature request response
Learning From Support
- •Track common questions (become FAQ or docs)
- •Note feature requests with frequency
- •Identify confusion points in your product
- •Use support as a sales opportunity
When to Upgrade
- •More than 20 tickets per week
- •Repeat questions taking too much time
- •Missing response time targets regularly
Early support is a feature, not a burden. Every conversation teaches you what users need.