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.

In the attention economy, anyone trying to connect with an audience must treat the user's time as the ultimate resource.

...the book is a manifesto to make the Web atone for the sins of computers and regain a level of simplicity that can put humanity at peace with its tools once again.

The more users' expectations prove right, the more they will feel in control of the system and the more they will like it.

The best Web sites are better than Reality.

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.

Users are not designers.