Here is a simple online calculator for calculating the potential savings in support costs derived from having online Help.
You can modify this spreadsheet
You can modify the illustrative figures in this spreadsheet to match your particular situation. Press the “Click to Edit” button and then 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.
How much would you save?
How much would you save? Lets us know – we want to list the savings (anonymously of course) people would make in a table below.