Do you like those 'support ticket' systems most companies use? Systems where you can't just write into support but have to visit their websites and make a request after a loggin in and navigating through a complex menu system?
I certainly don't and that's why we don't use such a system at Rad Inks. While it certainly makes things easier for the client as we grow we have found a few drawbacks too. The first is that each time someone emails a question we have to check our database whether it's paying client or someone evaluating our products.
The second problem is that since our support is so accessible people ask questions that are not at all relevent or related to our products. Since we are business we cannot just reply saying RTFM but it's becoming quite a headache.