This sounds a little complicated. Is this harder than just answering questions?

With WebQA, answering your customer questions is easier...And it gets even easier as time goes on! The more answers you provide your customers, the less work you and your staff spend answering redundant questions.

WebQA is designed to make your life easier (as well as that of your customer). When your customer asks a question through WebQA, you can have the system notify you via e-mail. Your staff simply logs in, clicks respond on the new issue, types the response and clicks send. That's it!

You can then publish this question and answer so your customers can find it without contacting support next time...