Here at Scalyr, we’re big fans of Complaint-Driven Development, which I’ll summarize as “focus engineering effort on fixing the things users actually complain about.” We especially focus on issues that generate support requests, with such success that, as CEO, I’m still able to personally handle the majority of frontline support – even as we head toward eight-digit annual revenue.
An important consideration is that support requests cost money even if they aren’t your (product’s) fault. In this post, I’ll explore five common sources of support requests relating to the first piece of Scalyr software most users touch – our log collection agent – and how we’ve sometimes had to think outside the box to address them. None of these were bugs, exactly. (We’ve had those as well, but you don’t need to read a blog post to know it’s a good idea to fix bugs.)
Arguably, none of these issues were “our fault.” But they generated a significant fraction of our support tickets. By eliminating them, we’ve reduced support costs significantly. Even more important, we’ve increased the probability that a user’s first experience with Scalyr is positive, especially for those users (a majority!) who will bounce off of a new product at the first sign of trouble, without bothering to ask for help.