Hi hbien, Peldi from Balsamiq here. We use GetSatisfaction, a FAQ on our site and an extensive help page, but I'd have to say that our secret weapon is Typinato

Hi hbien, Peldi from Balsamiq here. We use GetSatisfaction, a FAQ on our site and an extensive help page, but I'd have to say that our secret weapon is Typinator, check it out: http://www.macility.com/products/typinator/ http://www.macility.com/products/typinator/ It's a great time saver for answering the same questions over and over [I learned about it from Guy Kawasaki]. But even with all these tools, taking the time to read each email and reply with a personal and thoughtful message takes some serious time, and time is an un-shrinkable and limited dimension unfortunately.