Good support isn't about being needed often. It's about actually being there on the one day you genuinely are stuck.

Nobody signs up for software hoping to spend much time in its help centre. The measure of good support isn't how often it's used - it's whether it's actually there, and actually useful, on the rare occasion something genuinely doesn't make sense.

Why "email us and wait" isn't good enough

A support system that only offers a slow email queue leaves people stuck mid-task, often mid-job, with no way to self-serve an answer to something that's probably a common question.

Getting unstuck without waiting

A searchable help centre, with article feedback so genuinely unhelpful answers get flagged and improved, plus in-app support tickets for anything that needs a real person, means help is built into the product rather than hidden behind a single email address and a hope for the best.

The verdict

You'll probably never think about the help centre until the exact moment you badly need it. That's precisely when it should actually work.