While the self-service model has revolutionised the software industry, it’s not without its challenges. It’s dangerous to assume everyone can work everything out for themselves, to assume they want to work it out for themselves, or even that they will be able to do it themselves.
The typical SaaS way
Let me explain what I mean by looking at the typical signup flow for a SaaS product. Sales are usually responsible for everything until the customer starts a trial, at which point responsibility passes to customer support.
Most of the focus is on what happens when the trial ends – did they become a paying customer, or was the trial a failure? We capture that kind
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