Customer Success-led Office Hours

Hi folks,

I've been hearing about 'office hours' and would love to hear your experience to better understand how we could make this work for our customers.
Is it a regular open Zoom where anyone can just stop in with product/technical questions? How do you prevent it from being monopolised by one Customer? Or turning into 'Support Hour' and detracting from the self-service support options that we've spent the last year dedicated to building out?

FWIW, my team service Corporate and Enterprise Customers, primarily engaging with Csuite who are not hands-on with the tools, so I'll need to factor that into operationalising this.

Any insights on success or tips to learn from would be welcome.
Thanks

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