Practices, Resources & Other Suggestions for Cust. Support?

drshannon asks: "I have recently been placed in charge of our small Customer Support part of the company (just 2 people right now). I have never done any customer support before, and would like to ask the community about tools, policies, resources or ideas that work well for them. I'm sure there are a ton of resources, and most Google searches turn up specific help desks for companies, not ideas about supporting customers! What is a good CRM for a small business? How do you handle documentation to easily publish documents for User Guides, and for the web? What are common tools for a good customer support desk. We try and pride ourselves on good support, but we do need to improve, and can with your suggestions."