From my experience building rapport only makes sense with your most valuable users in terms of revene. Everything else is noise. Non-paying users are most demanding. Its great to talk to lots of people in mvp or ppmf stage, after that once you nail your icp and start charging, you should make the human support a paid feature.

I’ll tell you even more, in enterprise b2b saas, usually the company paying few thousand per month would have less questions and requests than the one paying few hundreds.