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Help Desks and support centers report average costs ranging from $5.50 to
$33.00 per contact depending on the complexity of the subject matter. Furthermore,
these organizations report that the average online knowledgebase reduces contact
volume by 33%. That translates into an ROI you can measure. Since FrontLine empowers
you to deploy a knowledgebase in a minimal amount of time, it will often pay for
itself in the first year!
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ComponentOne FrontLine™
ASP.NET-based Knowledgebase and Support Solution
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Benefits That Translate to a Quick,
Measurable ROI FrontLine helps you quickly realize
a return on investment. Providing knowledge online 24 hours a
day, seven days a week empowers users to find their own answers
instead of contacting the support center or help desk. This
drastically reduces volume to first level support, reducing
contact costs and improving service.
Consider some industry averages. Industry average costs per
first level contact to the support center or help desk have a
wide range of averages, but the low end is approximately $5.50
per contact. That cost can increase dramatically with length of
call and complexity of the subject matter. Furthermore, the
average support center sees a 30% reduction in call volume after
implementing an online knowledgebase.
The three examples below show FrontLine can pay for itself, even
when cost per contact is relatively low. These are meant for
illustration only.
Contact us to discuss a customer ROI analysis tailored to
your support metrics.
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Low Volume |
Medium Volume |
High Volume |
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Cost per contact: |
$5.50 |
$5.50 |
$5.50 |
| Contacts per month: |
500 |
3,500 |
10,000 |
| Total cost per month: |
$2,750 |
$19,250 |
$55,000 |
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Total cost per year: |
$33,000 |
$231,000 |
$660,000 |
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Savings After FrontLine Implementation |
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Contacts per month: |
350 |
2,450 |
7,000 |
| Total cost per month: |
$1,925 |
$13,475 |
$38,500 |
| Total cost per year: |
$23,100 |
$161,700 |
$462,000 |
| Yearly
Savings: |
$9,900 |
$69,300 |
$198,000 |
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