As the post says, docs are part of any software product. This cannot be emphasized enough. A technical product without documentation or effective UX writing is

As the post says, docs are part of any software product. This cannot be emphasized enough. A technical product without documentation or effective UX writing is going to generate so much dissatisfaction and support burden you'll consider shutting it down. And yes, as twodave wrote, writing docs is when you discover users' pains. How you serve docs depends on the product itself: it'd be in-product views, a site, even CLI output. It doesn't matter as long as you've a content strategy for self-service support and people who can dedicate their time to producing the docs. Don't give up on docs: hire someone to write them and take care of their strategy.