Peter wanted to start out by letting Tyler know that he's a big fan of big desk energy and he loves seeing us building in public. He’s definitely a fan of beehiiv, but is frustrated with a few different items that drove this review:
He wants faster support responses
Frustration/confusion over having to type out a summary to Buzz/Ada after chatting
He’s experiencing buggy behavior in the website builder when attempting to copy/paste content in from Claude
He was a bit peeved of being bumped up to our new pricing ($9 difference) after pausing for under a month
he has he said he's consistently had a 24-hour to 36 hour wait time for the first response on his tickets since he started with beehive he also wanted to point out that it seems that we are incentivized to solve out tickets as quickly as possible based off of the solve confirmations he receives on the replies he gets from us. I did some quick math on first response times for his tickets in 2025 and they average out to 23 hours.
I shared with him that it was a goal of ours to reduce our first response and full resolution times. He expressed a strong preference for a live chat option that provides responses within minutes. Citing HubSpot (with the caveat that he knows they are at a different scale than us) and a french LinkedIn connection tool (Lemlist potentially) as examples. He said it seems like it's by design that we're under staffing support to drive users to self-serve and that he hopes that it's an experience we’ll consider improving to match the quality of the rest of the product.
He was under the impression that the Ada transcripts are not passed over when a support ticket is created I informed him that's not the case and he pointed out that whenever he requests to speak to a support agent after talking with Ada that ADA asks for him to summarize the interaction. he mentioned AI is great at summarizing things in that he as a user should not have to repeat what he's already said. this may be worth looking into to change in our Ada handoff flow to see if it's possible to leave out that step
He also showed me some buggy behavior in the website builder. he drafts his content directly and Claude and then paste it into the new page builder. when you do this, even if you select paste and match Style it creates a new text element for every single line. to modify spacing in between these lines, you need to modify the padding of each single text element or manually copy paste each line into a single text element. he also showed me that when you're using a bulleted list in the text editor when you hit enter to create a new bullet point you have to click on that line to continue typing. I'm going to bring up the copy paste and bullet point Behavior as bugs in the website builder support Channel shortly
He also expressed frustration with the recent pricing change that he experienced, Having been an early supporter beehive and being required to pay on a higher price point than previously just because he paused and then decided to give us another shot