How we used email as a customer support system at mySociety
f) Be really disciplined about this. Anything in the support folder represents a customer who isn’t satisified.
g) Make sure at least one person on the team goes and looks at slightly older, harder messages, and bullies appropriate people into resolving them one way or the other.
This particularly works well early on in a product, when there is relatively little support. It’s particularly important then that everyone working on the product lives and breathes the customers. Even just seeing the emails go past with other people answering them can help with that.
This is something I should be bearing in mind, as we’re going through a little thing at work about help desk systems and how we can make better use of them.