In the attention economy, anyone trying to connect with an audience must treat the user's time as the ultimate resource.
Jakob NielsenIf your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.
Jakob NielsenGood information architecture makes users less alienated and suppressed by technology. It simultaneously increases human satisfaction and your company's profits. Very few jobs allow you to do both at the same time, so enjoy.
Jakob Nielsen