Thanks it's hard to find time to do 30 minute calls as this is a glorified side project, but I actually had the same idea and recorded some calls with customers for public consumption as I thought might improve some of this communication, but I never got around to editing it and wasn't sure if the content would be compelling.
replyDefinitely feels like some form of video might be superior vs email, which is easiest in some ways but also seems to be a bit of a barrier in thoughtful communication.
You know what’s also great? A five minute phone call. Cuts through endless email chains and creates an instant human connection. You don’t need 30 minutes if you have competent support personnel who know how to deal with needy customers.
reply> this is a glorified side project
replyPersonally I'd guess this is a big part of the issue. If this is a glorified side project, you really don't / can't care _too_ much about everything. I don't mean that as a criticism, it's just if you have little time to give the product will improve little, and the customers will get a just-ok experience. It's not surprising that translates poorly to customers. People like devotion; luke-warm commitment is dissapointing.
On the contrary I care a great deal, an unreasonable amount really, but since it isn't my primary gig my time is limited and I have to try to spend it where it is most effective.
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