"You have the most responsive customer support I’ve ever experienced with a free — or even, paid — service. Was support built into your strategy? What monitoring tools do you use to stay on top of the questions/feedback? Thanks! Support wasn’t built into our strategy per se, but it’s something that we identified as being very important early on. We learn a lot from our users, so it’s definitely worth the time we invest in it. To help us, we use a small set of (free) tools: BackType Alerts, FriendFeed Search, Search.Twitter.com, and Google Alerts (though they’ve gotten a lot worse lately)." - Jeroen De Miranda