That&#x27;s really useful advice. Thanks.<p>&gt;  People generally contact support as a last resort, and will usually read all documentation in advance. If your docs explain it, they won&#x27;t need to contact you.<p>I think this somewhat depends on the industry or more like your target audience. Our latest site has been quite popular with older (60+) non tech savvy people but a side-effect of that is that we get an insane amount of questions.<p>I&#x27;ve gotten questions about how to do something when the step was as simple as pasting a URL and pressing the Next button. On top of that there is a pdf download and a big help button to a YouTube video on that same page. Our support desk shows answers like Stackoverflow when somebody tries to submit that question but they still ask anyway. It&#x27;s so boring replying to the same thing over and over (thank god for canned replies).<p>Handling customer support yourself does give you a lot of feedback about your site though. If you really love your product it can be a real eye-opener.