The dynamics of this change completely for "enterprise" software where your customers are paying extra for support. In that case there is little incentive for you to put FAQ's on your site. In fact you want to make it hard to run your software without a support contract.
As someone who has worked for several companies that provide "enterprise" software, I can say that's only the case with bad companies. There are many companies that are constantly trying to improve and update their documentation so that support only has to deal with the unusual or complex and difficult problems.
Edit: And I should add that there are plenty of people who will call support for every single problem they encounter, no matter how clear the documentation is.
Comments
The dynamics of this change completely for "enterprise" software where your customers are paying extra for support. In that case there is little incentive for you to put FAQ's on your site. In fact you want to make it hard to run your software without a support contract.
As someone who has worked for several companies that provide "enterprise" software, I can say that's only the case with bad companies. There are many companies that are constantly trying to improve and update their documentation so that support only has to deal with the unusual or complex and difficult problems.
Edit: And I should add that there are plenty of people who will call support for every single problem they encounter, no matter how clear the documentation is.
I wish we bought more software from companies like that :-)