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Technical support can make either make or break an application's success. The best way to manage technical support is to reduce it as much as possible.

1. Simplify the Program
The program should be as easy to use as possible. Incorporate a wizard walk through that will take new users through the program when they first begin using the software.

2. Offer a Trial Version
Allowing users to use your software for a specified period of time prior to making a purchase decision will help minimize support issues from customers who have purchased.

3. Strong Documentation and Tutorials
Good documentation can significantly reduce technical support. People all learn differently and it is easy to understand that different users might utilize different support formats.

Consider presenting documentation in a variety of formats, many of the commercial "help software" applications allow for the documentation to be presented in a variety of formats including:

a. In Application Contact Sensitive Help
b. PDFs - for those who prefer a printable hard copy
c. Traditional Online Help
d. Keyword Searchable Help

4. Testing
Both alpha testing in a variety of environments and a rigorous active beta cycle is critical to minimizing technical support issues. Each and every time you upload a new file you should download the file, check the file size and test it.

More on Beta Testing

5. Email Support - Automate Replies
Inevitably you may find yourself receiving the same questions or requests over and over.

There are a few solutions that will help minimize support:
a. If possible design the problem out of your software in a future version
b. Add a FAQ
c. Automate your replies use a tool like TypePilot and enter common email responses to help users move through support queries faster.

Tools I highly recommend for automation are ClipMate from Thornsoft and Type Pilot from ColorPilot or Answer Tool from DTLink .

You can preformat answers and use macros to trigger the responses.

6. Standard User Interface
Design software so that it is intuitive. Try not to deviate from standard design practices, as customers intuitively gravitate toward the user-interface designs they are accustom to utilize standard hot key combinations and menu bars.

7. Demos /Screen Shot Walk Throughs
Video demos and screen shots that walk users through software's functionality are helpful in reducing technical support.

8. Educational Materials
Educated users make it easier to close the sale and they typically require far less technical support. Consider adding an educational component to your marketing plan.

9. Target Demographic
Understanding your demographic and targeting your demographic with marketing materials and will ensure that you attract customers that understand the capabilities and benefits to your software. Educated customers require far less technical support.

10. Track Support
By tracking technical support you can often eliminate common issues. You can watch for patterns or commonly asked questions. Look for common themes in support questions and build the problem out of the software.

11. Implement Fee Based Training
Partner with computer learning centers or encourage resellers to hold training seminars. This is not only profitable but can minimize support burdens. Training works well with complex applications and enterprise applications.

12. Minimize Free Support / Move to a Fee Based Support Model
Many developers provide free post sales support for a specified period of time after which they sell support on either a subscription basis or per call basis. The downside to charging for support is of course, to that it could cost you sales. Most customers have come to expect pre-sales support.

13. Meeting of the Minds
The marketing department and technical departments should have a meeting of the minds. The marketing department should be careful to not "overhype" a product and promise it will do things that it cannot, otherwise the tech support will face the onslaught of customers with unrealistic expectations.

14. Forums
An active forum where users help users will reduce the tech support burden. Let your users assist other users with support. Support, welcome and thank users who are active in your forum. Invite them to beta test. Use your forum as a resource and point to threads that detail the answers. How do you create an active forum? Some developers suggest seeding the forum with commonly asked email questions.

Related Articles:
Writing Software Documentation
Software Business Automation
How to Conduct an Effective Beta Test
How to Offer Paid Support Options
How to Reproduce Customer Problems