We get a lot of requests from product teams about how they can use Stack Overflow to support their communities. Stack Overflow works really well for technical support and we welcome this, within limits. If you follow a few simple guidelines then you, your users, and Stack Overflow can all benefit.
Stack Overflow is a community of developers helping developers. Your developers are part of this mix. In fact, unless your product is brand new, we probably already have some questions about it, and possibly even a tag. In addition, search the site for your product name or other key words. Answer the existing questions, or if they already have good answers, vote those up. While you're here, look around for other questions you can help with (not just ones about your product). Participate in the site, learn the ropes, and build the reputation you'll need to gain important privileges like commenting, editing, and others.
Stack Overflow can help support your product but it can't be the only support. There are issues that only you can address, and if you send your users to Stack Overflow for them they'll just get frustrated. Guide your users in where to ask what -- something along the lines of the following:
Types of questions and where to ask:
- How do I? -- Stack Overflow (tell them what tags to use -- your product and language at minimum)
- I got this error, why? -- Stack Overflow
- I got this error and I'm sure it's a bug -- file an issue (on your own site)
- I have an idea/request -- file an issue (on your own site)
- Why do you? -- your own community (developer forum etc)
- When will you? -- your own community
Finally, monitor the site. Stack Overflow gets thousands of questions every day and they are often answered within minutes. Be responsive: monitor the tags related to your product, search for questions that might not be tagged correctly and improve them, and review and improve answers.
Remember, Stack Overflow is moderated by the community. If you want your customers to have a good experience on the site, you need to be there to guide them if they aren't familiar with how things work.
We welcome questions and answers about your product here on Stack Overflow where they can be found, vetted, and improved by Stack Overflow's large developer community.