> I think the framing is a bit off. It sounds transactional and by the numbers.

It's really not possible to avoid that when, at the end of the day, you're doing it to make a living for yourself and your employees, not doing charity work in your free time because you enjoy it.

> The bulk of your happy users will never contact you for support. But they are some of the most important users to talk to to improve the product.

Yep, but that's then called market research, not customer support.