I can see why you would want to spend as little time on support as possible (and actually the goal is to improve your internal workflows, which the article spends more time on) when your business model is founded upon taxing scammers 5% and ignoring users.

Sorry for the snide post, I'm just 0/3 now on kickstarter projects. All abandoned for years now, nothing delivered, no recourse, nobody cares, kickstarter aggressively ignores. It's beyond stupid and completely unsustainable.