Does an entry-level tier attract the wrong users or build a pipeline?

When we launched our lowest tier, the goal was simple: lower the barrier to entry and get as many people through the door as possible. But looking at our churn data, this group had the highest churn and required the most support time.

It made us wonder if we were solving the wrong problem maybe a lower price point just invites users who aren't fully committed to the solution.

For those running SaaS products, how did you find your ideal entry pricing? Did you end up raising prices to filter for intent or did you keep a low entry point to build top to funnel momentum?