switched at some time to making the forum for product-related questions the first stop with no exceptions
Exactly. We are pushing this method as a well from pricing perspective as well. So we are telling to customers/potential, if you are looking for 1:1 support then go for higher priced plan.
What you have done is something we are looking to do as well, 100%.
Any example how you did? For example, did you remove some sort of support form and replaced with forum link? Anything you did inside the product apart from the forum in navigation?