Saige Makenna

During the year of our business I answered all the support emails myself. It was hard. I did not like it. Looking back it was the important thing we did and I almost handed it over too soon.

Analytics showed which buttons were pressed. The inbox showed which actions users wanted. These are two types of information. One day a user wrote: "I expected the export button to send the report to my accountant." Our button saved a file. No one would have ever noticed this difference in the funnel chart;. In the next month three other users had the same issue. We added an email button. The problem went away.

Now I keep a spreadsheet with four columns. The words that the person uses the screen they were on what they were hoping for and what actually happened. Patterns start to appear after forty entries. It is important to write down the words since they will become your landing page copy and button labels.

There is a risk. Support emails are more likely to come from customers and less likely from happy quiet ones. That feature no one ever asks about could be the thing that keeps everyone coming which is why I look at the email box along with the retention numbers not instead of them.

MePersona brings all your social media conversations into one place, but it goes beyond just managing your inbox.

As a creator, keeping up with comments and DMs across multiple platforms can be challenging.

With MePersona, you can:

• Manage comments and DMs from Instagram, YouTube, TikTok, X, and more in one inbox.

• Get reply suggestions that match your communication style.

• Keep track of past conversations with your fans.

• Review and approve replies before sending them.

• Connect with English- and Spanish-speaking audiences.

When I first began sharing updates about my company I focused only on big wins. Like new revenue records and successful feature launches. I wanted to come across as a founder who had everything under control.

The engagement was okay. The comments were mostly just "great job" or "congrats." I realized I was growing a group of people who watched from the sidelines not a community of people who cared and could help.

One afternoon our payment gateway crashed. We lost dozens of customers in just a few hours. Of sweeping it under the rug I wrote a post explaining exactly what I did wrong. How I messed up the configuration. And what steps I took to fix it.

That one post got thoughtful replies and direct messages than all my revenue posts put together. Other founders reached out with their stories. Two even sent me tips that fixed the root problem for good.