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Economics of Online Support
Publication date: 3/02

Executive summary

This report, based on survey data from 65 support organizations, provides cost and performance metrics for online support--site maintenance costs (including staffing ratios), transaction costs, e-mail productivity, and knowledgebase metrics.

Note: This survey updates and supplements data from the ASP's 1999 report "The Economics of Web-Based Support".

The survey addresses several critical questions:
  • What does it cost to maintain a Web support site?
  • What does a single Web support transaction cost?
  • Does Web support actually resolve customer problems?
  • Is e-mail support a significant cost-saver?
  • Where's the biggest payoff on the Web?

Copies of the survey are free to ASP members in the members-only area.

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