When you've just launched, you have no idea what parts of your product are truly helpful to your customers and which have been a waste of time to build. Before my company launched I was completely off-base as to what we should be directing attention to, and it was only through talking with early customers that we identified where the focus of effort should be directed.
That direction wasn't obvious, either. It was only through speaking with many customers over many weeks that a vague idea of what just might be the best thing to focus upon emerged.
The author states that: "If you do not outsource these tasks, they will get in the way of work that's truly productive for your business.". However, without talking directly with customers, you are unlikely to know which activities are 'truly productive for your business'.
Outsource support at your peril.