Date: April 30, 2013

Author: Ken OReilly

Description:
What percentage of support incidents orginate through phone vs. email, chat, the company web site, etc.?

Applicable Disciplines:
Customer Success and Support

Keywords:
Channel Mix; Self-Service; Knowledgebase; Social Support; Live Chat; Self-Help; Phone; Email; Support Channels; Incident Volume; Website; Community; Forum; Optimization; Channel Optimization

Functional Areas:
Operations;Research;Service Delivery;Strategy

Markets:
Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Automation;Other