The changing face of software support
John M. Borton · 2001
The site used to collect the data for this study (Beta Inc.) is a U.S.-based, international computing company with over 3000 support personnel employed world-wide. During the 12 month period from August 1999 to July 2000, the company moved the customer support operation from a telephone-based system to a mix of telephone and Internet-based support. The data presented in this paper was collected between January and July 2000 and shows the impact of this change on customer support and support personnel.