> Most common support calls where for things that were explained in the manual, the out of box experience, tutorial documents, FAQ pages, and so on and so forth.

My brother used to work at tech support for XBox Live.

He said that 80% of his calls were for password resets, something users can easily self-service. There's literally an option on the login form for "Forgot Password", and people would rather spend time calling up support, waiting on hold, and verifying their identity to a support agent than click a button.

And it's not like the password reset flow was any easier going through support. He'd just trigger a password reset e-mail to be sent, exactly like the user hitting Forgot Password.

And this is after the phone tree tells them "If you forgot your password, click the Forgot Password link".

I always think about this when people demand they should be able to talk to a human. The overwhelming number of callers to tech support don't need a human. Giving everybody the ability to speak to a human just isn't feasible.

I have an uncle that works tech support for XFinity. Half his calls are resolved by just power cycling the modem/router. People shouldn't need a human to tell them to do that.