Knowledge your customers will love
Useful Information
Support call cost reduction calculator
Here is a simple online calculator for calculating the potential savings in support costs derived from having online Help.
We're also developing a more comprehensive spreadsheet to help you measure the value of documentation. Contact us if you would like a copy.
You can modify this spreadsheet
You can modify the illustrative figures in this spreadsheet to match your particular situation. Click on a cell to change any of the numbers or formulas.
A few things to note:
- Not sure how many unique visitors read your Help? If you publish your Help to your web site, you can add Web Analytics code to each page and then count how many people are reading the content.
- We've assumed 70% of those readers would have called the support line otherwise, but you can change this to a different percentage if you wish.
- Not sure of the cost per support call? As a rough guideine, you can use the costs to employ your support staff per hour (don't forget to include salary, taxes, holidays etc).
- We've assumed your support line is open 300 days/year.
If you are planning a Help project, would like some advice, or you'd like to know more about our services then do contact us. Pleasey state the issues you are interested in fixing.
Other information that may interest you
Digital Natives and the end of traditional hotline support
Getting the balance right between hotline support and user documentation