The Blackridge Company, a software retailer, recently implemented a service offering free telephone support for its customers  After 3 months of service, the average length of a technical support call was 15 minutes, 3 minutes higher than the company's target length of 12 minutes
After studying the operations of the new telephone support division, the company discovered that customer support agents were putting customers on hold for an average of 4 minutes per call while these agents researched possible solutions to the technical issues at hand
Providing an online support service in addition to the telephone support service