> People generally contact support as a last resort, and will usually read all documentation in advance. If your docs explain it, they won't need to contact you.
I think this somewhat depends on the industry or more like your target audience. Our latest site has been quite popular with older (60+) non tech savvy people but a side-effect of that is that we get an insane amount of questions.
I've gotten questions about how to do something when the step was as simple as pasting a URL and pressing the Next button. On top of that there is a pdf download and a big help button to a YouTube video on that same page. Our support desk shows answers like Stackoverflow when somebody tries to submit that question but they still ask anyway. It's so boring replying to the same thing over and over (thank god for canned replies).
Handling customer support yourself does give you a lot of feedback about your site though. If you really love your product it can be a real eye-opener.