If 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.

On average, when you ask someone to perform a task on a site, they cannot do it. It's not their fault; it's the designer's fault.

Users are not designers.

Progressive disclosure defers advanced or rarely used features to a secondary screen, making applications easier to learn and less error-prone.

Compared to 1999...we cannot quite declare victory, but we can declare progress.

Developing fewer features allows you to conserve development resources and spend more time refining those features that users really need. Fewer features mean fewer things to confuse users, less risk of user errors, less description and documentation, and therefore simpler Help content. Removing any one feature automatically increases the usability of the remaining ones.

Windows '98 is so similar to Windows '95 because Apple hasn't invented anything worth copying since 1995.