This is the most neglected area of web development. It applies to both users managing the website and to anonymous users or casual visitors to the website. Because web developers are often physically distant or inaccessible to their users, the users are too often frustrated and give up without ever resolving their issues.
The best response to a support issue is to find a permanent resolution that will prevent the recurrence of the issue. Effective development requires ongoing support of existing users, both within and without the company and frequent triage meetings with the development team.