For us we figured that we need to have a strong pre-sales and after sales commitment. When we get inquiries we all try to answer them within 1 hour, and support tickets in 1-6 hours. Keeping this in mind, when we started, we only answered our tickets within 24 hours. Customers really like when they send a support question and get a fast response. Also having a live chat and instant messenger clients such as Yahoo, MSN, ICQ, Skype helps.