Imagine if you were a Master Gardener and you were constantly being asked how to start an herb garden; it's not likely someone would hire you to come and teach them how to do this so why not provide access to free information on a popular topic? This establishes that you are not only an expert in your field but you are willing to provide valuable information at no cost to the community.
Have you found that your support staff spends a good deal of time helping your customers understand how to use their product? Have you thought about creating Tutorial videos to help your customer find the information they are looking for and free up your staff's time to help customers who have more in-depth issues?
We are seeing more and more people take the Do-It-Yourself (DIY) approach to issues they encounter with products and if you can help them do things the right way by providing the information they will search for then that creates customer loyalty and appreciation.