Thank you for reporting this, Jeff. And a huge thank you to the shop owners that participated. They were very generous with their time and knowledge.

My takeaway from this has been the realization that I'm not ready to hire yet. I came across some who sell more than I do that spend less resources on support than I imagined possible. I'm not as efficient as they are. AJ Clarke in particular had some good tips. My focus now is to lessen the support burden by improving documentation (screenshots), producing videos, massively expanding the FAQ and corresponding canned responses, etc. I've made a few improvements and already notice a difference.

Some of the sellers I contacted did not have support staff but were on the verge of needing help. My advice to them is first make sure you're efficient at support yourself, then take advantage of the experienced shared by other shops in order to get the best help.