Users Want Solutions to Their Problems

Now.

Not when support gets back to them in 1-2 business days. Not 4 months earlier in a training session they can't remember. Not after 6 hours scouring the user forums.

Now. On Friday afternoon at 3:18, so they can finish up, pick up their kids, and get on with their lives. The weekend awaits, and you’re in their way.

When you provide resources like videos and docs that solve immediate problems, you remove frustration.

Festering frustration leads to churn. And nobody likes churn.