Help Discussion Group
I think it would be a good idea to push users towards a discussion forum when they need help (they would go first to a our pre-determined help tutorials, but there would be a really obvious link to the discussion forum)... I was inspired by Google's model when trying out Google Calendar today. They link first to a normal help section, then there is a link with the heading "Learn from other Calendar Users" to a discussion forum.
Not only would user help each other with figuring things out, but we could capture that information to enhance usability and help decide which enhancements are most desired.