kris

Do you use any special tools or forms to help you be interactive with your customers? This could be live interaction or just the ability to ask your customers for feedback, suggestions, comments so that you can listen to customer needs and responds.

Tim

I use forms and a ticket support system.
This means that people can submit a "ticket" and it gets added to the queue.

These are all emailed to me and I can deal with them on a one by one basis, and they are removed from the queue once the problem is solved.

kris

Having a support ticket system is a good idea. That's a great way to have customers contact you with their problems so they can be resolved quickly.

Chris Gwynne

Depends on the business.

I have a contact form and a suggestions/comments forum.

ogwyther

I don't currently have any in use, but a ticket support system, feedback forum, and contact form would always be my preferred combination.

darren

I often add a forum or community section to my sites, however a lot of mine are aimed at webmasters.

stevo

I only have a forum and contact form.
I dont have time for support tickets etc and i feel its not worthwhile unless you have alot of requests, which I dont.

It really depends on volume as to what sort of system you should implement.

anne

I just use a contact form at the moment, although its starting to get busy so I might put a 'category' bit on there so that I can filter the requests more easily.

Tickets might be worth it if they're easy to implement - even if you don't ned them, they look more professional.

anteater

true about the tickets, they do look professional.
Customers like to know that you are looking after them, and often that just means adding them to a queue with a ticket number - something they can refer back to.

Super Mod

Yes, I use:

1. Contact Us forms
2. Support Desk
3. Customer Control Panel