Reminds me of a SaaS company (I won't name) solved the problem of "too much support time wasted on non-enterprise clients" by funneling all non-enterprise support questions to a community forum and encouraging contributors to answer those questions.

I answered dozens of questions for many days, thinking it will help build credibility (as suggested by another commenter). Then I realized I'm just volunteering as level 1 support, and decided it's not worth it.