alt Hacker NewsI would imagine that most people who call are doing so because the "online help" can't help them. People want their problem fixed as quickly as possible, no-one wants to call a call centre.
I would imagine that most people who call are doing so because the "online help" can't help them. People want their problem fixed as quickly as possible, no-one wants to call a call centre.
I would actually expect support calls to be more bimodal between customers who use them as a last resort or first resort. If I'm calling support for something then I have probably already tried everything within my power. But there are absolutely people who will call as the first step, for a variety of reasons (maybe they're too technologically illiterate to even approach the problem, or maybe they feel like being a customer entitles them to technical support, which isn't totally unjustified).