Supporting customer product concerns as an integrated organization-wide approach

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Business-to-business software gets increasingly more complex. Hence, end users struggle to appreciate the**functionality at their disposal. Therefore, they seek additional information often by posing questions on forums.**While organizations work hard in answering these questions, the delay between asking these questions and**receiving an answer often disappoints the customer. Even worse, sometimes questions are misinterpreted or**answers are inaccurate or incomplete, leading to increased customer dissatisfaction. The project seeks to tackle**this issue by asking: can we proactively provide additional information to customers to effectively allow them**to become self-serving customers? Clearly, it must be the correct information produced by the correct technical**experts, it must be accessible and in "consumable chunks", and it must interpret unknown issues before they**arise. Empowering customers to increase their understanding of their own personalized process when**interacting with such business-to-business software is the ultimate goal of this project.