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.