If you have a look at our reviews (here and here) you'll notice that we've got a reputation for providing excellent support. We find that key to making this work is to actually personally engage in conversations with our customers. But that takes a lot of time. A lot.

So how are we able to do this?

We fix everything twice.

That's a bit counterintuitive, so let's work on an example. Some time ago, we added a feature that lets our users set limits on how long and how many times can a file be downloaded. Some of our customers started using this feature and right away a new, slow but steady, stream of support requests started trickling in. Setting limits on downloads inevitably lead to some customers getting locked out from their files — they either misclicked and didn't actually manage to download the file, or they left for holidays only to come back to an expired download link. We've handled those requests pretty easily: adjusted the limit here, took it off somewhere else. That was fix number one.

As soon as we noticed this situation, we asked ourselves: how can we help our users take care of this themselves?

The answer was pretty simple. We just added some buttons to the Limits screen:

And guess what? The trickle dried off. Fix number two — done.

The reasoning behind this is pretty simple: we exchange an infinite amount of time that we'd need to spend supporting our customers with this for just a few hours of programming.

Not everything needs a programming solution though. Notice that many screens in LemonInk have embedded hints describing what's what? Like this:

Yeah, you guessed it, that's what customers were emailing us about. We just added this hint and that was the end of it.

So, that's how we're trying to keep providing personal and thoughtful support and not drown in it.