Decide what free users get
Write down the support a free plan includes, such as email only, a slower reply target and the help center. Having it decided stops agents from guessing and stops free users from expecting a phone call.
Publish the response time
Tell free users when to expect an answer. A clear window, even a long one, is kinder than silence, and it keeps tickets from being chased in three channels.
Lead with self-service
Most free-plan questions are how-to questions. Make the help center the first stop, link the right article in every reply and keep saved replies for the top ten questions.
Always answer bugs and billing
Limit the scope of free support, not its fairness. A broken feature or a wrong charge deserves a reply on any plan. Those tickets also tell you what to fix.
Nudge upgrades without pressure
When a request needs a paid feature, say so plainly and once. Explain what the paid plan adds, then still answer the part you can. Pushy replies cost more goodwill than they earn.
Watch the cost of free
Track tickets per free user and the share of your time they take. If free support crowds out paying customers, improve the docs or tighten the scope before you add people.