Live technical support, whether provided via phone, email, or chat, is expensive because it is provided one-to-one. Technical content, by contrast, is one-to-many and less expensive per person—assuming that you have a reasonable number of readers. Many people can use a single installation guide without increasing the cost of the document. Therefore, many large companies measure the effectiveness of improved content by looking for call deflection—a reduction of technical support incidents.
Call deflection isn’t the only way in which technical documentation can reduce support costs. If technical content is both reliable and easily searchable, support agents can quickly find the specific information a customer needs—and shorten the average time per call.