Not Patrick, but I could see at least two good ways to scale this: - Make it a selling point for the higher tiers of accounts. "If you choose the Serious Busin

Not Patrick, but I could see at least two good ways to scale this: - Make it a selling point for the higher tiers of accounts. "If you choose the Serious Business plan, all your questions will be answered by our lead engineer. (Your Serious Business is too important to trust to a call center.)" If you want to keep the selling point of competent and personal support for all customers: All questions are answered directly by our highly-trained customer support reps, Anna and Thomas [Picture of Anna and Thomas smiling winningly and looking nothing like That Anonymous Incompetent Dick I Get Every Time I Call The Phone Company.] In the rare cases where they can't solve your problem, they'll immediately refer you to our lead engineer."