The Challenge of Launching without Support
You've done everything right to launch your product, but no one is converting to a paid customer. It's a familiar story. When this happens, what can you do next to start the conversation and build that trust?
CUSTOMER OBSESSIONFOR FOUNDERSMOST RECENT
10/16/20261 min read
Somewhere, a CEO or sales lead is wondering why a customer stopped short of buying their product.
It's right there in the usage-tracking metrics: the prospect showed up, clicked around, and then never came back.
There's no rhyme or reason to it and there's no indication in the metrics as to why they left.
From what I've seen with founders who call me, the launch gets all the energy, and customers are expected to recognize the effort and sign on the dotted line.
If you build it, they will come doesn't work for a website and it sure doesn't work when giving a company money is involved.
At two AI startups I've worked with, there was no support process at all. Users who were stuck had no one to talk to, even if it was worth their time. In both cases, I did what I've always done as a product manager: I built out the systems to help bridge those gaps.
These starter support processes were just part of my overall Voice of the Customer (VoC) initiatives.
When I spoke with those customers, the ones who got back to me had been waiting or didn't know how to articulate what they needed to move to the next step and make a purchase.
They were glad to have a real person they could connect with, which differentiated us from the competitive solutions they were investigating.
In my experience as a product management consultant, once someone feels seen, asking them to pay is easy.
That first paying customer gives you something too: proof that at least one person's problem is easier to pay to solve than to fix themselves.
If you're struggling to get paid customers, what is stopping you from connecting with your customer and helping them convert to being a paying customer?
If you're not sure where to start, feel free to book a 30-minute call with me to discuss.
