> When emails overwhelmed me, I asked a thoughtful user who emailed frequently and seemed to know as much about the product as I did if he’d help answer the emails, so I paid him to do that. And he did a great job, especially in terms of directly solving user problems.

Hey, I got promoted from customer to Customer Support at _my_ $dayjob!

Let's review some common areas.

- Pricing: everyone is always looking to get a better deal. That's their right but I'm unlikely to give one. Saying no here is just another (emotional) cost of doing business.

- Bug reports: broad agree on all four points but not necessarily the conclusion. Users who are willing to go down the debugging rabbit hole with me are golden.

- Pathological customers: I like to call them "frequent flyers". Enough said.

- Feature requests: we're not necessarily as "opinionated" so we rarely give a hard no, but this is why we have a "feedback board with upvotes" approach.

- General usage questions: I have an attitude of fresh eyes often being the best eyes for usability testing. If it's not obvious, what can we do to make it so? We also use Intercom Fin to handle a lot of these level-0-support questions though.