A lot of hosts overlook the support forum as another support method. As an end-user of a few hosting companies, I much prefer the forum support than a ticket / phone system. From a hosting point a view - some of your most basic questions can be answered by other hosting clients or previous topics.

Another aspect to remember is that forums are LOVED by search engines. Fill your forums with technical discussion and you may find you have members who are not clients, yet soon become one.