> But most of customer support is "they didn't read the docs/googled hard enough" type. I'm a strong believer that those are UX issues which should be addresse

> But most of customer support is "they didn't read the docs/googled hard enough" type. I'm a strong believer that those are UX issues which should be addressed in the product as well. I'm aware of the Rick Cook quote and while I don't disagree, if your product requires educating the general population in how to use your tool it's likely not going to work too well and you're going to have more support issues.