The best support option for each customer depends on who they are, what their question is, and what resources the company has available to help them. For example, a customer who needs to reset their password is better served by a simple help document than by potentially waiting hours for an email reply with the same information in it.

Your support team offers much more value to your customers by helping them understand how to use a new feature than they are in telling them where the password reset is. Thoughtful design will direct customers to the appropriate channel to get the most effective help, thus saving your support team’s time for bigger issues.