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Support 101, offer fucking everything.
There should be no individual way of doing support as people like to communicate different ways.
For some reason people take customer support as the last thing into consideration. These are your customers, they want to contact you because they have legitimate questions.
LIVE/PHONE/EMAIL/IM
there is no other answer. dont have some of these things? you are blowing leads everyday.
Not to mention customers/users will come into support and give you feedback on any bugs they see etc.
eventually you end up with a script because you already know what people will ask over time, then u expand out with multiple reps. Every lead is a possible 100 via word of mouth alone.
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