The help system I have created for my new site tries to deal w/ short fused customers (about 98% of all customers). It's a combination of both a quick way to contact customer support but still go through the FAQs.

Basically a customer will first choose what department they want to contact (which is really the first step in narrowing down the FAQs). The second step will give the customer a few common FAQs relating to that department and a contact form. So a customer may see their question in the short list or they can go right ahead and use the contact form.

- - - - another point

Currently we do have a phone number on the Web site but it is very overwhelming the number of calls that come in. So we titled the phone number for emergences only and if you call to place an order a $5 phone processing fee will be added to your order. It is amazing how many people would rather pay $5 than place their billing information of the Internet.

If someone tries to call with a product question (pre-sale) they are told to email us. We purposely do not lend any support over the phone, not just because it can be costly but because customers try to hold you to it if you mention anything about a product (even if they misunderstood what you meant). It is much better to have all product questions and answers in writing.