Hiring support people? Look to the trees.

Great post from CoSupport on getting to the root of whatever problem is requiring you to do inordinate amounts of support:

Throwing more people at a problem doesn’t solve the problem, it just makes it a problem for more people. If your staffing is purely reactive, you have chosen for your support to be reactive as well. Why keep hiring people to just stay on top of daily emails?

Instead of hiring just one more person to do your support, hire up a person already on your team to swab the decks. Take them off emails for a month. Have them write new help sections. Have them work in the forums, have them work with your design team to get some common problems solved.