So you've taken it to heart that you need documentation. It's good for your business, it's good for your brand, you stood it up and put it out there.... And still nothing is happening. Your customers are still unhappy; your support staff is still overwhelemed. But why? You have docs - aren't they doing their job? And that's exactly the question. How do you know if your docs are crap, and what do you do about it if they are?
Get ready to get your support agents to help gather clues: you'll need information about the exact problem to know where your docs are falling short.