One way we make our support replies stand out that wasn't obvious when we started: If you provide phone support, email your customer a summary of what their pr

One way we make our support replies stand out that wasn't obvious when we started: If you provide phone support, email your customer a summary of what their problem was and how you solved it on the call along with links to user guide articles where applicable. The customer can now easily send follow-up questions via that thread, while your team has better documentation of their support history.