Looking from the startups perspective the customer service and support group, is supposed to be cheaper and should resolve most of the queries, but at the same time it should also pave way for innovation, because customer feedback is required to better understand usecases and fix problems.

Meanwhile, community support and knowledge Bank also seems lucrative because community knows a lot of workarounds in Saas that never got fixed, also reduced spending on Customer Support Execs/Managers.

To be precise how to balance spending in a bootstrapped startup with the best possible customer service? Or are there any other ways/hacks to avoid this dilemma?