We don't believe in building up a support team that deals with all the problems and queries from users.
Instead, the whole Hotjar team is involved in speaking with our users. Everyone from business development to engineering is involved in the process. That includes me – the CEO. I personally answer users at planned slots during the day – or when the subject of the messages means it will be assigned to me.
This 'team approach' allows us to make our users' pains our own pains – making it easier to prioritize addressing the issues that create the queries or messages in the first place. It's an ambitious plan, but we firmly believe it will make a big difference, in the long run (i.e. better service delivered and a streamlined product that is easier to use).