Every day, we add 2-5 new questions to our Knowledgebase Articles on our site. The nice thing is that our billing/support ticket system also searches the KB articles prior to allowing the user to submit the question (it scans as you type). So many users are getting responses without ever having to submit a ticket.
Anyone in business should have a Common Questions or Knowledgebase section. Not only does it help the customer, but it also gains you search engine exposure. You'd be surprised how many go looking for "generate a private KEY" and there we are in the top 5 on google