Technology

My very first desk job was an outsourced support role where 99% of calls we simply found the answer in the user manual and provided that to them. The other 1% was usually something isoteric we'd forward on to someone within the company. The amount of callers who'd say "I've read the user manual cover to cover and I just can't figure out how to..." And I'd just try to page 12 on the PDF and read them the instructions word for word

At the scale of HP, I can see the logic. You know that, say 60% of calls are directly covered by the knowledge base because you have those metrics. That's means 60% of their support overhead could be eliminated if they somehow got people to read those documents. Hardware sales usually have very thin margins and a customer contacting support can easily cost more in support than the entire profit margin of the product (and often it's a self-inflicted problem) and of course an RMA for most products basically negates all profit from that sale. It's a real business challenge and the asshole solution is to simply tie people up for 15 minutes in the phone system before connecting to a human to see how many people hang up and how much that reduces support load