I’m building Namiru, an AI customer support chat widget for SMBs.
A few weeks back I picked up a customer from Croatia. He installed the widget, then took it down. I thought I’d lost him. Turned out he removed it to finish setting up the bot properly, checking what it couldn’t answer, feeding it more data until it was ready. He was using the product correctly. I just hadn’t designed for that workflow.
That gave me what’s probably my most important next feature: the bot will automatically notify you about questions it couldn’t answer. Right now, he was doing it manually, combing through chat logs, finding gaps, filling them in. The product should surface those gaps for you.
Two smaller fixes came directly from him too. The welcome message above the chat icon now stays closed across pages (was reappearing on every page of a 3–4-page journey, if the app was server side rendered), and exclusion routes now treat /cart and /cart/ the same (was silently breaking without trailing slashes).
I also built him custom avatars to match his site’s branding instead of a generic chatbot icon. Becoming a standard feature. Gave him a free month on top of his subscription. The feedback he’s given is worth more than the revenue. Most of my roadmap for next month came from this one person. Talking to your actual users beats every brainstorm.
Curious, how do you balance custom requests for one customer vs. building features that scale to all of them?