Unfortunately, sometimes it is not enough just to create a great product and push it out into the big world hoping for the best. The truth is you need to chaperone it all the way and help people around to get to know it. Do you know how many clients you lose because of poor customer support? Up to 50%.
People are often confused and frustrated when trying out something new. Don't you kid yourself thinking that someone will actually read the Terms and Agreements or some kind of manual before using the product or even after detecting a problem using it. Most customers tend to be helpless and will turn to you for help. Either they are in fact technically challenged or just lazy and inattentive, it is your responsibility to have their back.