On the podcast: effectively scaling support for an app, why the time to first response is so important, and why you should treat support more like a concierge experience.

Key Takeaways:

💡 Personalized customer support is a competitive advantage - Eli emphasizes that providing fast, personal responses to customers sets brands apart from competitors. Even in a world of increasing automation, building a concierge-like experience can boost customer loyalty.

🤖 AI and human support can work in harmony - Eli explains how Captions blends AI-driven automation with human agents, allowing the support team to focus on more complex customer needs while AI handles repetitive tasks, creating a seamless experience.

⏳ Speed matters: Time to first response is key - Captions prides itself on a 58-second average response time, which Eli believes is critical to keeping customers satisfied and preventing churn. Quick responses signal that the company is engaged and ready to help.

📊 Building customers for life through proactive support - Eli shares Captions’ philosophy of nurturing “customers for life” by going beyond just resolving issues. Sharing customer success stories with the team helps build a culture focused on long-term user satisfaction.

🌐 Scaling with localization and 24/7 support - Captions serves users globally by providing 24/7 support and localized services, ensuring that customers in every market receive timely, effective assistance regardless of their language or region.

About Guest:

👨‍💻 Head of Customer Experience at Captions, an AI-powered video creation and editing app designed to help users tell better stories through seamless video content.

👥 Eli is passionate about scaling customer support with a focus on personal, concierge-level experiences that build long-term customer loyalty, rather than simply deflecting inquiries with automation.

💡 "Even if we don't resolve their issue right away, providing a fast, empathetic response builds trust and shows our users that we're here to support them—turning a quick interaction into a lasting connection."

👋 LinkedIn

Resources:

• Captions website

Follow us on X:

• David Barnard - @drbarnard
• Jacob Eiting - @jeiting
• RevenueCat - @RevenueCat
• SubClub - @SubClubHQ

Episode Highlights - Eli

[3:18] Don’t just deflect: Why support isn’t just about reducing tickets—it’s about creating a concierge-like experience.

[8:26] Support as a moat: Great customer support can be your competitive edge, especially when users are comparing similar apps.

[12:15] Hiring right: How curiosity and embracing change are key traits for building a top-tier support team.

[16:44] The AI edge: Blending AI and human agents to enhance, not replace, the customer experience.

[21:22] Scaling globally: How Captions offers 24/7 support across different time zones and languages.

[27:50] Community roots: The role that platforms like Discord can play in early-stage customer feedback and feature development.

[34:10] Docs and AI: Keeping documentation up to date is crucial for effective AI-powered support.

[41:35] Turn feedback into features: Captions' approach to quickly implementing user feedback to create loyal customers.

On the podcast: the rebound of consumer subscription valuations and investor interest, how to generate Net Revenue Retention in consumer, and why you should pinpoint where your app sits on Maslow’s Hierarchy of Needs.

Key Takeaways:

📈 The subscription app industry is rebounding in 2024 - After setbacks in 2022 and 2023, surviving companies are now leaner, more focused, and showing strong profitability and retention. This resurgence is reflected in both private transactions and public valuations, signaling positive momentum.

💡 Net Revenue Retention (NRR) is achievable in consumer apps - Top-performing apps boost NRR by stabilizing churn and driving revenue growth through price increases, family plans, and premium features. The key is delivering ongoing value to loyal users while maintaining strong retention.

🎯 Maslow's Hierarchy of Subscription Needs offers a roadmap for retention - Successful apps align with user passions by addressing needs like safety (e.g., Life360) or self-actualization (e.g., Calm). Integrating features like leaderboards and community functions deepens user engagement and fosters long-term loyalty.

🛡 Platform threats like Apple's "Sherlocking" can be overcome with specialization - Apps that go deep in their verticals (e.g., Flo or AllTrails) offer premium, differentiated experiences that platform-native features can’t replicate. Innovation and specialization are key to thriving despite competition from OS-level features.

🚀 Flo’s success shows the power of retention and long-term engagement - Flo’s $200M raise and $1B+ valuation were driven by its freemium model and strong user retention across life stages. By building long-term relationships with users, Flo has positioned itself as a leader in the female health space.

About the Guest:

👨‍💻 Technology investment banker and partner at GP Bullhound.

💵 Eric is passionate about providing advice and capital to consumer subscription software (CSS) businesses.

👋 LinkedIn

Resources:

• GP Bullhound website
• 2024 Consumer Subscription Software (CSS) Report — GP Bullhound

Follow us on X:

• David Barnard - @drbarnard
• Jacob Eiting - @jeiting
• RevenueCat - @RevenueCat
• Sub Club - @SubClubHQ

Episode Highlights

[4:32] The Rule of 40: A good rule of thumb for correlating your business’s trading value with your growth rate and profitability.

[9:10] Rising tide: Successful app businesses like Flo are part of a recent wave of mergers and acquisitions in the CSS industry.

[15:39] Land and expand: How consumer subscription services are improving net revenue retention (NRR) with their existing users.

[23:15] Sherlocked: The threat of Apple and Google releasing new platform features that compete with niche subscription apps.

[31:52] Law and order: How app business owners and investors are thinking about new regulations like the Digital Markets Act (DMA).

On the podcast: The benefits of building something you personally care about, how to balance user feedback with product intuition, and why process, frameworks, and outside advice are often worth ignoring.

Key Takeaways:

🚀 You don’t need complex processes to build a successful product

Building something meaningful doesn’t always require elaborate processes or formal business structures. With passion, a clear vision, and consistent execution, developers can create successful products without overcomplicating the journey.

🔄 A strong feedback loop with your community can drive product evolution

Engaging with an active user community creates a continuous feedback loop that helps developers iterate faster and build more relevant features. Listening to real users and balancing their input with your vision can transform a product into something that truly resonates.

📈 Pricing strategies require experimentation, not perfection

Initial pricing doesn’t need to be perfect. By experimenting with different price points over time, you can find a balance that works for your users. Significant price increases might not impact demand as much as you’d expect, giving you room to adjust and optimize without overthinking the starting point.

💡 Reactive development can lead to faster, more informed decisions

Acting quickly in response to persistent customer requests can help validate new features and insights faster. Instead of over-analyzing, shipping updates rapidly provides real-world feedback that guides better decision-making.

💸 Plan for risks when relying on third-party dependencies

Building heavily on a third-party API can expose you to unexpected changes in pricing or policies, potentially leading to unsustainable costs. Always evaluate the long-term stability and alignment of external platforms with your business goals to safeguard against disruption.

About Guest

👨‍💻 Indie iOS developer and creator of the Apollo for Reddit app.

📱In addition to Apollo, Christian is also the creator of Juno, Pixel Pals, and a burgeoning YouTube channel.

👋 LinkedIn

Follow us on X:

• David Barnard
• Jacob Eiting
• RevenueCat
• Sub Club

Episode Highlights

[3:33] Origin story: Christian’s time at Apple and path to indie development.

[4:58] Positive feedback loop: How collecting user input from Reddit users helped shape Apollo.

[8:23] Go your own way: There’s no one-size-fits-all formula for creating a successful app.

[15:25] Passion project: Truly caring about what you’re building is one of the most important factors for success.

[26:48] Just say no: How to decline feature requests without alienating your users.

[30:10] Choose your own adventure: Understanding the venture-backed model versus indie development.

[36:30] End of the line: How and why Christian made the decision to shut down Apollo.

[47:40] Vision for the future: Christian’s post-Apollo projects: Juno, Pixel Pals, and YouTube.