If Supporting your customer: You can expect some customers to have difficulty with the technical aspects of their businesses. At those times, they will look to you for guidance. Remember, though technology is a major tool of the Internet world, this is largely a service business, and the promptness and accuracy with which you address concerns will determine how many customers you keep.

Organizing priority in problem-solving: For the most part, your customers' concerns can be boiled down into one of three areas - mission essential, mission enhancing, and mission "nice to have". For purposes of support, answer problems in that order. A customer whose business is temporarily shut down is far more important to satisfy than one who wants to change a page.

Providing sufficient online documentation: Records are vital for both sides. For you, they're a means of demonstrating which problems have been addressed and if the same customer is having recurring issues. For customers, records show how questions were answered and provide confirmation that they were.