Effect of providing a web-based collaboration medium for remote customer troubleshooting tasks

Authors:
Chulwoo Kim;Pilsung Choe;Mark R. Lehto;Jan Allebach
Affiliations:
School of Industrial Engineering, Purdue University, West Lafayette, IN;School of Industrial Engineering, Purdue University, West Lafayette, IN;School of Industrial Engineering, Purdue University, West Lafayette, IN;School of Electrical and Computer Engineering, Purdue University, West Lafayette, IN
Venue:
Proceedings of the 2007 conference on Human interface: Part II
Year:
2007

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Abstract

This study investigates the effect of providing a Web-based diagnostic tool as a collaboration medium on remote customer troubleshooting tasks with and without the assistance of a customer call center agent. The study tested three troubleshooting modes (Web tool alone, call center agent alone, and Web tool + call center agent). The hypothesis that the Web tool + call center agent mode would be faster than the other two modes was not supported. However, the results of the experiment showed that the Web-based self-help diagnostic tool can be a potentially cost-effective way of providing customer support. The performance using the Web tool alone was comparable to the call center agent.