Why eSupport?
Changing Support Landscape
In today's competitive business environment, customer satisfaction is the cornerstone of a successful company. With more and more people using the web, many are willing and eager for self-help and other methods of eSupport. By harnessing the power of the Internet, you can give end-users consistent and easy-to-understand support—every time they need it, at any time, and from any corner of the world—all right on your website!
Instead of paying call center support analysts to answer the same common questions over and over again, web-based support allows you to answer questions just once. Knowledge base technology allows you to keep the data base of questions asked and problems solved up to date for ready access by end users or support analysts. And by leveraging the latest multimedia tools, web-based support offers dynamic, easy-to-understand graphic solutions to your end-users' most common issues.
According to the Help Desk Institute, the average cost for a corporation to resolve a support incident via the telephone is $25, versus $1-2 via the web. We have seen actual numbers achieved via the web as low as single-digit pennies. And up to 70 percent of incidents are repetitive, so there is a very compelling economic reason to make a departure from the traditional support paradigm.
For many customers and end-users, the support landscape has already changed.
What this means to you, is that web-based self-help with a good knowledge base can increase customer satisfaction while dramatically lowering your support costs. The chart below, based on the actual experience of a large, high-tech consumer products company, beautifully illustrates the impact of this approach over time: increasing reliance on self-help sessions using the knowledge base, fewer service calls and reduced wait times for their call center.
| home | company | esupport | our solution | news | employment | contact us | privacy policy | webmaster |
Use of this site indicates you accept the Terms of Use. © 2000-2001 Amdahl Corporation. All Rights Reserved.