As your business moves to doing business online the same business philosophy can be applied to your online presence.
A business that offers education and personal service can add that touch online as well through blogs and forums.
Making sure that there is someone to respond to emails and online inquiries is important in an online world where people are used to and expect timely responses. Make use of the auto responder offered by your email provider to let customers know the time frame that they can expect a response.
And all inquiries are chances to solve your potential customer's problem--- don't miss the opportunity.