How I handle user messages, and why I prefer WhatsApp

Why WhatsApp

Most of our visitors already have it open. A contact form feels like paperwork; a message feels like a conversation. Replies arrive in minutes instead of days, and people send screenshots without thinking about it, which makes debugging far faster.

How I organise messages

Every message goes into one of three buckets: a bug, a question, or a request. Bugs get answered the same day. Questions get a short answer plus a link to the page that explains more. Requests go into a list I review weekly.

Simple rules for replying

Answer in the language the person wrote in. Never send a wall of text. If I cannot fix something, I say so plainly and explain the workaround. A clear "no" is better support than a vague "soon".

What the messages taught me

Users do not describe features, they describe frustration. "The table is confusing on my phone" became pagination and a mobile layout. "I do not know what this score means" became a tooltip and an explainer article.

If you are building something

Put one contact channel where people can actually reach you and answer it yourself for the first year. It is the cheapest research you will ever do.