> Add a premium service where the user can request who will answer the question
I have considered that. However, since the support burden alone is maybe 5x of normal questions, I might have to raise prices by 2-3x at least. I might have to also add features to the site that don't exist right now. A premium service is certainly the best option going forward.
> Are you paying the experts? Can you pay them more for answering premium questions?
Yes they are paid. I already pay more if users ask for specific experts. But I still find it difficult to guarantee if a specific expert will bother turning up.
> Do all the experts have the same level? (obviously no)
I suppose that is subjective. But there are objective metrics that allow users to choose better.
> How much difference is there in the quality of the answers?
Experts with same rating / peer-rating are of similar quality.
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Thanks for the detailed comments.