Help Desk Books
Why do customers visit software websites? Almost without exception, the two top traffic builders these days are online product sales and self-service technical support. But, building customer relationships isn't cheap. Web support sites in particular can gobble up huge investments in cash, manpower, and management time. Worse, it's been almost impossible to find basic metrics for managing these constantly-escalating costs and for setting reasonable standards for productivity and efficiency.
For this reason, The Association of Support Professionals compiled the results of surveyed web site managers on their site maintenance costs, web support pay levels, self-service transaction costs, e-mail metrics, and the performance of their knowledgebase software.
Table of Contents
Web Support Salaries
The Resource Center for Customer Service
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Last modified November 23, 2002