I also don't understand it from the perspective of the business.
Instead of having information available publicly that can be found via Google or browsing a help portal/documentation website, they want everyone to drop into a chat room and ask a question that most likely already was answered before?
It just adds further work for yourself as well. Yes yes, I know that many won't even touch the help portal/documentation and ask questions regardless, but even if 10% could be helped by self-serve support, wouldn't it be worth it to keep something like that up to date instead?
Instead of having information available publicly that can be found via Google or browsing a help portal/documentation website, they want everyone to drop into a chat room and ask a question that most likely already was answered before?
It just adds further work for yourself as well. Yes yes, I know that many won't even touch the help portal/documentation and ask questions regardless, but even if 10% could be helped by self-serve support, wouldn't it be worth it to keep something like that up to date instead?