Tech support is also quality control. I answer all requests the same day and it keeps me on my toes wrt to product quality and usability. If tech support was ou

Tech support is also quality control. I answer all requests the same day and it keeps me on my toes wrt to product quality and usability. If tech support was outsourced then all the customer pain would simply become a "call hours" number on a spreadsheet somewhere. When I hire my first employees they will all be doing tech support part-time, just so that they appreciate the impact they make. Keeping crazies at bay is an interesting problem as well, and it can't be solved entirely by tech support itself - sometimes you have to change your message, and the most effective way is to set prices above the level where crazy people like to shop.