Extraordinary technical support is definitely a quality distinguishing factor of customer service between competitors. Based on row materials received in each Customer questions/ Compliant, first step is to get in touch by customer throw phone, this first step s allow you to figure out more which support method you should follow for the support. Can you cover it by writing the answers in an e-mail, otherwise you might be visit the customer based on priority you could in meantime estimated for this topic. Do follow up 4-7 days to make sure if customer is satisfied or need further support