CASE STUDY #2
Roxio is the world's leading provider of digital media creation applications for consumers. In 2004, Roxio received 1.2 million customer-support inquiries.

The support team began by looking at the top ten call drivers. Why do people call Roxio? Once these call drivers were recognized, the company began creating online video tutorials to create more of a self-serve model of customer support.

Over the course of the last year, online training solutions saved the Roxio division approximately $20 million!! (based on the industry standard of $28 per customer support call)

When you roll out a cool new product or service and "Joe User" can't figure out how to use it...you have 3 BIG PROBLEMS!

  Technical Support
Joe's frustrated. He calls your tech support line. It costs you an average of $28.00* each time he calls.

  Product Return Issues
Joe's gets even more frustrated. He takes it back to the retailers where they cheerfully refund his money!

  Customer Loyalty
Joe doesn't buy from you anymore. He tells his buddies at the water cooler. You've just lost his LIFETIME EARNING POTENTIAL (and his buddies!)

We can turn Joe's frustration around by providing a web-based training solution or include a training DVD in the box with your product.

Simply poll your tech support people and ask them for the top-ten support questions, include them in the training solution and watch your support costs plummet and your customer satisfaction soar!

From concept to completion, MindMedia Training Solutions makes it easy for you to Train your Customers!

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*$28.00 is what the average tech support phone call costs your company
(Association of Support Proffesionals "Tech Support Costs" Report)