Without the support portal acting as a filter, every incoming request drains a support
team??™s time. A typical phone call might involve one or more of the following timeconsuming
activities:
Speaking on the phone diagnosing the problem
Writing e-mail
Researching the answer
Updating the corporate CRM
Discussing the problem with fellow employees or managers if the solution is not
evident
A self-service support portal can dramatically reduce this resource consumption. Any company
with dedicated support personnel knows how much customer service costs??”every
phone call, e-mail, and minute spent researching can be distilled down to hard costs. In a
study done by Nucleus Research, a company called nanoCom reduced call center calls by
building a detailed FAQ on its website; the resulting ROI was a 978 percent payback in only
seven weeks.1 Coupled with additional online documentation, the support portal shown in
Figure 10-1 became a major cost reducer.
CUSTOMER SUPPORT
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1. Nucleus Research, ???ROI Case Study: RightNow eService Center, nanoCom Corporation,??? Research
Note D44 (www.rightnow.com/pdf/nanoComcasestudy.pdf).
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