If you visit the landing page of a SaaS making $0 MRR, you will almost always see a "Contact Us" form. You fill it out, you get a generic "We received your message" email, and you wait 24 hours.
This is what I call Corporate Cosplay.
You are pretending to be a big company. But big companies are slow, bureaucratic, and distant. As a solo founder, your only advantage over Salesforce or Hubspot is speed. When you hide behind a form, you throw that advantage away.
Here is how Tibo (founder of 4 SaaS apps making $100k+/month) and Demitro (ScreenshotOne) use "Founder Support" to win.
1. The $10k MRR Rule
Tibo has a strict rule for every new product he builds: Until the app hits $10k MRR, the "Support" button does not go to a help desk. It goes to his personal Twitter DMs.
Why? Because early users are not buying your software; they are buying you.
When a user encounters a bug, they expect a robot. When they get a DM from the founder saying, "I see the error, fixing it now," and then you actually fix it in 10 minutes, you don't just keep a customer. You create a fanatic.
2. The "Insane Reactivity" Loop
Demitro, who runs a $12k/month API business, connects his live chat (Crisp) directly to his phone. He tries to answer immediately, even if he is at a cafe.
He found that when users cancel, they often give vague reasons. By reaching out personally and immediately asking, "Did you churn because of pricing?" he gets a 100% response rate.
This isn't "support." This is Product Development.
- A form gives you a ticket.
- A DM gives you the truth.
The Protocol: Kill the Form
If you are under $10k MRR, do this today:
- Delete your Contact Form. It is a barrier to the truth.
- Install a Direct Line. Link your "Help" button to your Twitter DMs, WhatsApp Business, or a chat widget on your phone.
- The "5-Minute" Promise. When a message comes in, reply within 5 minutes. Even if you can't fix it, acknowledge it.
Stop acting big. Act fast.