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ASPonline.com >
Reports >
Economics of Online Support
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Economics of Online Support
Publication date: 3/02
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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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