[tonyle]

The initial goal is reduction, It is unrealistic to get rid of the call centre right away. I'm not trying to compete with phone, but existing online solutions such as email, faq, knowledge base and forums.

Most customers would rather speak to an agent who knows what they are doing. For this situation, we can help the tier one agent troubleshoot much faster. Call centres save money by reducing training time. Small companies can scale up by outsourcing the technical support to call centres with the confidence that they will not lose out quality.

There is a group of users who are frustrated with going through all the levels to get an issue fixed. They realize that the person doesn't know more then the manual and they are wasting their time. They only call in when self serve is not sufficient. Over time, more people who would bypass the phones when they can use the same system directly.

Instructions are like a side scroller, This is a more visual tool that lets people bypass the linear troubleshooting scripts we see too often. Not everyone has to start at the beginning.