It's a lot harder than "just hire more people", especially in the software space. If it were easy to hire good support folks, we'd have a few by now. Same goes for developers. If anything, our small team size speaks to the commitment to quality we have made to our customers.
Bigger ≠ Better
However, there are some tools at our disposal for scaling up. Scaling has been long overdue, and the outcome of events in the "not-too-distant" future will impact how quickly Topaz Labs increases in size, if at all.
Occasionally, taking a break from providing support, in order to improve the processes surrounding providing that support, is better than simply hacking away at a ticket number. I hate repeating myself, and anytime that I'm providing the same set of instructions to customers, I try to find a solution. If the developers cannot address it in the installation files, for all future customers, then I look for other solutions that are as automated as possible.
I can harp on the limited nature of our available time to handle tasks, but the truth is that we are not alone in the quest for more time to do things, so it's not really an excuse. I try to be available on all of our communication channels, as much as possible. Sometimes, customers do not realize they are speaking to a company nestled into a corner office of a 5 story building, and conflate our products and services with companies like Adobe and Corel, who have thousands to hundreds of thousands of employees. It's a huge compliment to be put in the same tier as companies like that, and we hope to exceed current expectations in the future, so we can be considered rivals or even "winners" in our space.
Again, if we're not responding quickly, we're working on a critical aspect of some part of the experience.