Use good copywriting to reduce customer support load

Link to the much longer blog post swombat refers to, which includes a nice case study on the point - http://blog.idonethis.com/post/4961556178/copywriting-as-sca...

In my opinion, if you have to explain the same thing to customers more than twice (ie, more than two customers), then you need to find a scalable solution. Sometimes this is code - automating a process step etc - but often it is related to human error or misunderstanding, in which case it needs to be explained better.

And one of the first rules of business - communication requires two parties, but when it goes wrong you are 100% responsible for fixing it.