How do you slow down support responses without irritating paid users?

I used to think instant replies were the key to keeping churn low.

But after spending half my week answering basic questions that were already covered in our setup guide I realized it was doing more harm than good.

Giving fast answers felt great in the moment but it trained users to message us before even trying to click around.

Where do you draw the line between solid customer service and letting users problem-solve on their own?