Is it actually worth me personally replying to every DM and WhatsApp message in the early days?
Yes - Wakefit's founders personally delivered their first 100 mattresses and did on-the-spot video interviews, and that direct contact is exactly what shaped multiple rounds of product iteration before the brand ever hired a support team. You're not just answering questions, you're running free customer research and building the kind of loyalty a support ticket queue never will. Set a personal deadline for when you'll hand this off, but don't skip this phase to "look professional" - it's the cheapest market research you'll ever get.
Go deeper
2 resources, 2 India-specific, 2 link-checked.
🎧 Podcast
✓ Link checkedIndiaFreeIntermediate
A founder-voice, long-form account of how Wakefit's early demand testing and customer conversations actually happened, useful for hearing the judgment calls behind the case-study version of the story.
Inc42's detailed writeup of the same personal-delivery period at Wakefit, useful as a text companion to the podcast for founders who want the story in five minutes rather than an hour. Grounded in named specifics rather than generic startup-lesson language.
