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Customer Support Hacks

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I was wondering if any veterans had a few tips/tricks/hacks for offering good customer support without working yourself to death?


We're planning on investing a lot of time in creating a thorough KB along with our own original screencasts (no pre-made bundled ones).


We're spending time on these because we feel that they are important to helping customers based on our own experiences. However, that may just be our own personal opinion and doesn't reflect what really is important and works.


I know that as time goes on we'll adjust and get better at offering support. We hope to add a forum once we get a large enough customer base and community. No plans for a Wiki.

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