That translates into change for call center operators. What's more, the call center staff has to provide emergency backup. Hundreds of thousands of users per month have come to rely on the online help service. The amount of technology you can throw at a problem knows no bounds and, in many cases, can significantly diminish the time it takes to help a customer. The trick is providing the right combination of technology and human contact.
People have a limited amount of patience when dealing with technology.
You need to offer a connection for those who hit their frustration thresholds. Give visitors an e-mail address to which they can send questions. Give them a phone number they can call when the issue is more urgent. And make certain that somebody who knows the content on that particular page answers the phone. Providing different numbers for different topics on a Web site is not difficult - it's just not common.