[mjpizz]

we haven't felt any limit to the Gmail inbox approach - even moving beyond breakeven - and chat actually tends to reduce our overall support traffic by making our conversations quick, and avoiding drawn-out support threads.

In general, I'd say support bandwidth is dedicated more to a "moving window" of how many new customers you have, rather than total customer base. Most customers tend to be pretty low-touch after the first month, where they get most of their questions answered.

(btw, just posted a more detailed reply to your comment on the article itself)