When we were answering the phones and answering support tickets in those early days, we quickly realized that closing a ticket was not the ultimate goal. The goal was to prevent the ticket from being created in the first place.

Every question a user asked was a signal that a feature could be more intuitive. Because we felt the immediate impact of user confusion, we were motivated to fix the root cause instantly. If a button was hard to find, we moved it. If a login process was confusing, we refined it.