The Web site is certainly not a replacement for a support department, but rather an expansion of it. You know that customer satisfaction is the key to success. If the site is geared toward being a customer resource, it is important to identify what information is of value to the user prior to producing the site. It is a good idea to survey current customers to find out what type of information will be most helpful. As customers find resources on your Web site, your cost of direct support can go down, and response time will decrease.
Many companies publish a company newsletter with information directed at customers.
This allows the user to get what they need, when they need it. You can limit access to the resource site and at the same time make your users feel special and important. Your main objective is to give your users the ability to interact with your company, as well as make your response quick and concise. To further interaction, you may utilize a guest book or log-in to track users specifically. By doing so, you can continue interaction and service.