When a SaaS founder reached out to share their experience with Heedback, we jumped at the chance to sit down with them. They run a platform that helps couples and families create and share gift registries for weddings, births, and other life events — serving tens of thousands of users across multiple European countries.

For privacy reasons, we’ll call them Marc. Their story is one many SaaS founders will recognize: a product people love, a support workload that grows faster than the team, and the constant tension between building new features and keeping existing users happy.

Here’s our conversation.

Tell us about your product and your users.

Marc: We built a platform where people create gift lists for the big moments — weddings, baby showers, birthdays, housewarmings. Guests can browse the list, reserve a gift, and chip in together for bigger items. We’re active in four countries right now, so everything runs in French, Dutch, and English.

What makes our space unique is the emotional weight. When someone’s wedding is in two weeks and their registry isn’t working right, that’s not a “I’ll submit a ticket and wait” situation. They need help now. And they’re stressed. That shapes everything about how we handle support.

What did your support look like before Heedback?

Marc: Honestly? A mess. We had a shared inbox in Gmail, a Trello board for feature requests that nobody looked at after the first month, and a FAQ page that was just a static HTML page I’d update manually whenever I remembered.

The biggest problem wasn’t volume — it was visibility. I had no idea which issues came up the most. I couldn’t tell you whether people were more frustrated about the payment flow or the sharing links. Everything just lived in email threads, and once you answered a ticket, that knowledge disappeared.

We also had zero structure for feedback. Users would email us feature requests, mention things in support conversations, or post in our Facebook group. None of it was centralized. I was making roadmap decisions based on gut feeling and whoever was loudest.

Why did you choose Heedback over other tools?

Marc: I looked at Intercom, Zendesk, Canny — the usual suspects. Intercom was way too expensive for our stage. Zendesk felt like overkill and the setup was overwhelming. Canny would’ve solved the feedback part but not the support part, and I didn’t want to stitch together three different tools.

Heedback clicked because it was everything in one place: support inbox, feedback boards, knowledge base, changelog. And the GDPR compliance through EU hosting was a real differentiator. We handle personal data — names, addresses, gift preferences — so knowing our data stays in Europe mattered to us. GDPR compliance is not optional in our space.

The pricing was also just… sane. One flat price, no per-user tricks, no “your costs will triple once you grow” surprises.

How do you use the support inbox day-to-day?

Marc: It’s our main interface now. Every message from users comes into Heedback — whether it’s from the widget on our site or from email. My co-founder and I split the inbox, and we can see at a glance what’s open, what’s waiting, who’s handling what.

The thing that surprised me the most was how much context it gives you. When someone writes in, I can see their previous conversations, whether they’ve voted on any feature requests, what plan they’re on. I’m not asking “Can you send me your account email?” anymore — I already know who they are.

During wedding season — May through September — our volume spikes hard. Having everything in one place instead of scattered across Gmail, Messenger, and whatever else people used to reach us has been a lifesaver.

How has the feedback board changed your product decisions?

Marc: Night and day. We set up a public board where users can submit ideas and vote. Within the first month, it was obvious what people actually wanted. Turns out the top request wasn’t what I expected at all — it was a “group contribution” feature where multiple guests could pool money for one expensive gift.

Before the board, I would’ve built something else entirely based on what I thought people wanted. The board doesn’t just collect votes — it gives me confidence. When I see 200 people asking for the same thing, I’m not guessing anymore.

We also use it internally. When our small team debates priorities, we just pull up the board. The conversation shifts from opinions to data pretty quickly.

What about the knowledge base?

Marc: That one was a slow burn, but the impact is massive. We wrote about 30 articles covering the basics: how to create a list, how to share it, how payments work, what happens if a gift is returned, how to add items from other stores.

Support volume dropped noticeably after that. People find answers on their own before they ever reach out. And when they do reach out, the questions are more specific — less “how does this work?” and more “can I do X in this specific scenario?” Those are much faster to answer.

The widget also suggests relevant articles when users start typing a message. I didn’t expect that to work as well as it does, but it catches a lot of questions before they become tickets.

Marc: Sure. We don’t track everything obsessively, but a few things stand out:

Support volume is down roughly 40% compared to the same period last year. Same number of users, fewer tickets. The knowledge base is doing its job.
Response time went from “whenever we get to it” to under 2 hours on average. Having one inbox instead of five channels made that possible.
Over 90% of feature requests now come through the board instead of random emails. That alone saves us hours of manual triaging.
We shipped 4 features last quarter that were the top-voted items. Users noticed. We got more positive feedback in one month than we had in the previous six.

The hardest thing to quantify is peace of mind. I used to dread opening my email on Monday mornings. Now I open Heedback, see the queue, and just work through it. It’s structured, not chaotic.

What would you tell other SaaS founders considering Heedback?

Marc: Stop trying to glue together five different tools. If you’re early-stage or even mid-stage, you don’t need Intercom’s $300/month plan. You don’t need separate tools for support, feedback, docs, and changelog that don’t talk to each other.

Heedback does all of it, and it does it well. The setup took me an afternoon. And the price-to-value ratio is honestly the best I’ve found.

The one thing I’d emphasize: start with the knowledge base. Write 20 articles about your most common questions. You’ll feel the impact within weeks.

Marc’s story is a common one — a growing product, a small team, and the need to stay close to users without drowning in support. If you’re in a similar spot, give Heedback a try. Your Monday mornings will thank you.