I’ve noticed a pattern in support approach.
I’m assuming most of your customers are retail rather than trade and have a lower experience level. A lot of the replies I’ve have contained 3-4 paragraphs of text spelling out the basics that as an experienced professional I don’t need and in some cases I would question the advice given.
If WPMU are serious about having established agency customers they’ll need a way to adapt the language used – maybe a field on the user profile that asks what their experience level is. Then when a support question comes in, you can adapt your response. This would save you support time and improve profit too.
Prime example; I reached out to say that one of our servers was out of space (large back-up provision). I started by saying the server was out of space, so I’ve cleared space and just need a restart. The Rep refused to restart and started giving me some lengthly explaination as to why they can’t do it without investigating. They eventually said it’s out of space and gave me instructions on how to set up SFTP accounts… I reminded them that’s what I’d already cleared the space and they eventually agreed to restart the server. In this instance the site could have been back-up a lot quicker with less frustration if I had a tag that I’m experienced with linux and probably know it needs a restart when I tell them it does.
If a field is too much then just a flag that we’re agency customers would probably be enough.