30 out of 30 questioned subjects (any size companies to individuals) don't have any proven solution nor process how to handle support. They have tried screencasting, making thorough manuals with screenshots and many more. Most of them didn't even consider offering a documentation, instead they just gave up and provided a phone number for the cost of being stuck on the phone, while they could be doing something more meaningful.
We will look at how small UX changes can change the users perception, what tools there are that can help us and our clients. Making our clients happy and us too.
Marek, the founder of INLINE MANUAL and long time Drupal developer have faced the same problems while building Drupal sites and one day he decided to fix this problem. During the time while he was looking for a solution, he interviewed many companies and individuals, gathered quite a lot of valuable feedback and insights into processes of others.