People constantly call support for problems they can resolve themselves, where the product is actively trying to help them resolve the problem, and where copious documentation exists to communicate exactly how to resolve the problem. For many organisations these calls are >80% of support workload, which is why so many products make you complete a quiz before giving you a support form, or why you have to navigate a phone tree to get a person on the other end.
Most recent support call I assisted with was someone who was trying to sign in on a new device, sign in screen told them to check their email for a one-time code and enter it into the form on the screen. They called support because the email took longer than 10 seconds to arrive in their inbox, so they believed the code had already expired by the time it arrived. There was nothing in the form or the email communicating a 10 second code expiry (actual expiry is 60 minutes, not communicated in the form or email). They'd never actually tried to enter the code into the form and hit submit. Never clicked the help link. Just straight to the phone call.
People constantly call support for problems they can resolve themselves, where the product is actively trying to help them resolve the problem, and where copious documentation exists to communicate exactly how to resolve the problem. For many organisations these calls are >80% of support workload, which is why so many products make you complete a quiz before giving you a support form, or why you have to navigate a phone tree to get a person on the other end.
Most recent support call I assisted with was someone who was trying to sign in on a new device, sign in screen told them to check their email for a one-time code and enter it into the form on the screen. They called support because the email took longer than 10 seconds to arrive in their inbox, so they believed the code had already expired by the time it arrived. There was nothing in the form or the email communicating a 10 second code expiry (actual expiry is 60 minutes, not communicated in the form or email). They'd never actually tried to enter the code into the form and hit submit. Never clicked the help link. Just straight to the phone call.