[nickdandakis]

Did your company try to write an FAQ page on how to accept the double-confirm dialogs in all major browsers (with screenshots) to maybe reduce your "90% of support tickets"? Does your ticketing software redirect you to (or display) an FAQ page that matches the ticket title?

I've come to understand how features like these get built, but I've also come to understand that people that use software are a lot more resilient and savvy than we think.

If 90% of your support tickets are about getting through a standard double-confirm, patio11 would probably recommend increasing your pricing to limit your paying customers to a pool that probably won't have much more trouble with that.

[p_l]

Ahhh, sweet naivety.

The people who end up calling support often aren't the ones paying the bill, for starters. That's definitely the case for Bluejeans and Zoom.

It also doesn't matter if you make a great FAQ page. Majority of dissatisfied people will never see it. Majorly because they won't call support but instead complain and grumble locally, the second biggest portion because once sent towards FAQ by support.... They won't follow it.

Only the tiny sliver of most dedicated will follow up long enough to reach the FAQ.