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I can't imagine a company not mining the info from support for exactly these kind of improvements as a standard operating procedure; it's a gold mine of informa

• CaptainZapp 8y ago
  One would think so. But here's the problem. Support (even "in-house" support at global companies) is often outsourced to the lowest bidder. They are paid by support ticket and thus have zero interest in actually resolving the issue once and for all. It's more profitable to open 20 tickets on the same issue than to actually resolve it. Also, from the perspective of the call center you're a lousy support person if you actually want to help customers. Your most important metric is calls per time unit. It's in your interest as the support agent to get the customer off the call as quick as possible.