One of the strategies I'm employing to make it sustainable to support our application through a community rather than (hopefully) needing to hire a support team, is fostering a Facebook group where the beta testers can start to help each other out.
It's been gradual:
Stage 1. First, me posting to the group and them replying to me
Stage 2. Them posting new topics in the group
Stage 3. Them liking each others posts
Stage 4. Them talking to each other (not yet but soon I hope!!)
Today one of the beta users wrote:
"New recruit here! My stats got fully imported into Affilimate yesterday ... my mind has been blown!! What a life changing tool 😍😍" [plus a Chris Pratt gif]
Made my day! Our group is around 20 people and I think we're starting to get to a size where they get to know each other and there is frequent activity without me driving it all.