We’ve been experimenting with another spreadsheet for calculating the Return on Investment (ROI) on User Assistance.
We wanted to look at: how many support calls an organisation needs to have resolved by users reading the Help content instead of calling Support, before it starts to see a return on the cost of creating the Help.
Using typical costs for an average sized software application, the figures suggest you could break even if you avoided 3 support calls per week.
Contact us if you’d like a copy of the spreadsheet, so you can make your own calculations.
You also find a related Support call cost reduction spreadsheet on the main Cherryleaf website.