I think this a great approach to creating customer evangelists! I am an early employee (not founder), and spending time in our ticketing system helping users ha

I think this a great approach to creating customer evangelists! I am an early employee (not founder), and spending time in our ticketing system helping users has given me good insight into where we can improve our tutorials/FAQ/etc type materials. Users also do not expect to get a detailed response directly from the engineer who developed the feature they are asking about. They are usually pleasantly surprised. A few weeks ago, I spent about 30 minutes answering a technical question for a user and he was so happy with my response that he tweeted about it. It made me feel pretty incredible, we have an excited user, AND we now have the start of a good article for our FAQ section relating to that feature. Definitely time well spent.