“whenever you do get a question from a customer and you haven't answered it before rather than just answering that one customer and like sending them an email or sending them a chat it's just write the quick article and then send them a link to the article and then anybody else who has that can find that article”

Write the article first, then send the link — every time

Instead of answering the same question twice, write the article the first time and link to it. The doc deflects future tickets, gets indexed by Google as top-of-funnel, and shows prospects the depth a marketing page can't. A founder who dislikes support actually ships better docs — the avoidance instinct becomes a flywheel.