Rashmika Navod

The users who email you angry or leave detailed feedback are actually doing you a favor even if it hurts. You can learn from them.

The real ghosts are the ones who quietly downgrade cancel via the billing portal, and ignore every single automated exit survey you send. You're left staring at a dashboard with zero qualitative context on why they left.

For SaaS builders: what creative strategies or prompts actually get silent churners to tell you what went wrong?

This one is for you as users, not as founders.

When you find a new B2B tool, what do you want first? Book a demo with a real person or sign up and click around on your own?

We see both with k dlo. Some people sign up and start using it the same day. Others write to me first and want me to show them everything on a call.

Personally I almost always go self service. I only book a call when the product looks complex or expensive.

I have been reflecting on how early stage startups educate new users, specifically when users come across an obstacle before they even learn about the product.
The temptation to instruct users by constantly telling them what to do is great ( Click here, Do this, Try that ). It is even harder when you have put in the time and effort to create something and you want the users to discover all that you have developed.
However, too much instruction can lead to confusion and deter users from ever having their aha moment .
If, on the other hand, users are left on their own, they might get confused or fail to notice the features that could actually help them.
I guess finding the balance in what to do is what s difficult. One group of users might need more guidance than others.
I also wonder how others are dealing with this issue, especially those creating learning products.