There sa common assumption in SaaS that faster support always equals better retention but I m starting to doubt that. Dropping everything to reply instantly can actually distract you from high-impact work while training users to rely on you for simple answers.
Taking a bit longer to respond often pushes users to explore the product or read the FAQs which builds better long term habits.
For those running small products or indie software: how do you set boundaries on support time without making customers feel ignored?
