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Supporting Free vs. Paid Users: How a Small Team Can Balance Service Levels

Freemium startups often ask if they should spend much time supporting non-paying users. This article explores how to give everyone help, but prioritize your limited resources. It might suggest community forums or self-help for free users, while offering guaranteed email support for paid customers. Citing advice from founders who struggled with this, it will make clear that while every user matters, a small team must focus on those who sustain the business, all while automating help for the rest so they’re not ignored either.

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1494 words 7m read June 16, 2025