Data points: on-line support.
Bishop points out that on-line knowledgebases will probably never completely eliminate the need for live technicians. And he admits that customers often don't get the right answers from their queries; on average, it takes two accesses to extract a correct answer from the knowledgebase. But on-line customers now get to see "the exact same information that's available to live technicians," so technically savvy users often prefer to cut out the middleman and solve their own problems.
Michael Bishop, director of electronic support, Novell, 1555 N. Technology Way,. Orem, Utah 84057; 801/429-7000.
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|Title Annotation:||Novell Inc sees growth in on-line support|
|Date:||Jun 19, 1995|
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