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Like anything, you have to have enough volume to merit the work. If you are getting 1 or 2 support calls per hour, it might be hard to justify paying someone $100 a day to sit and answer the calls, unless you have something else for them to do in their spare time.
If you are getting enough requests for customer support, then I can see it as being worthwhile.
Whatever you do, please don't outsource it to some country where english is the 4th language. You will lose more clients than you will keep.
Alex
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