"All hands support" (provided by engineers) is cool and all, but ONLY IF your product/service is targeted at other engineers or highly technical users (like Wistia and New Relic).
Support for B2C or B2[Brick and Mortar]B services is a different animal, IMO, and one that many startups don't get.
Support for B2C or B2[Brick and Mortar]B services is a different animal, IMO, and one that many startups don't get.