Is it best to hire dedicated support staff? Or should your company do its own product support? It’s definitely better to keep it simple. In small companies, support should be done by the people responsible for the corresponding product.
A support person located in a country with low costs may look tempting at first glance. However, it might not actually lighten your workload. In the end, the easy, repetitive answers will be handled by a person who is often not that familiar with the product. And the hard questions? Those will still need to be reviewed by the people who know the most about it.
And even worse – your support employee is probably making a living on the shortcomings of your product. From their perspective, there is not a lot of benefit in improving it or making it better.
For instance, let a programmer do the support for the software he or she created, and you will get very different results. Programmers can be lazy. Often, they would rather solve a problem with code once and for all, instead of answering the same question over and over again. Not only is this more efficient, it also constantly improves your product.