Fair enough. If I could say one thing; make it a company policy to have every team member spend an hour on your answers forum every morning answering all the unanswered questions. Make it a point of pride that you do this. An unhappy user of your product should be a lot more painful to you than the 15 minutes of your 12 hour day that you lose keeping that customer happy. Bad customer relations is poison that will hurt your company in the long run, and probably already has for many people.

Also, be frank and honest about issues that you are aware of but don't have time to fix right now. If you don't have an answer because there's no time for it right now, tell people. They will appreciate the honesty, even if it doesn't solve their problem right now.