To me it is key that no-one gets between me and the customer. That feedback is essential for improving my products. So I've done all my own customer support for

To me it is key that no-one gets between me and the customer. That feedback is essential for improving my products. So I've done all my own customer support for the last 10 years. The challenge is how to provide great support without being swamped. I probably spend 30-60 minutes per day replying to support emails (I haven't measured it). Most take less than 5 minutes. Here is an article I wrote that summarises what I've learnt: http://successfulsoftware.net/2012/08/21/tips-for-great-software-technical-support/ http://successfulsoftware.net/2012/08/21/tips-for-great-soft...