The Hidden Costs of Traditional IT Support

• IT staff waste up to 60% of time on repetitive, documented questions
• Employees wait 4-24 hours for answers to simple questions
• Support quality varies based on individual technician knowledge
• Context switching between tickets and knowledge bases reduces efficiency
• After-hours support requires expensive on-call rotations
• Manual knowledge base lookups create inconsistent responses

These inefficiencies create a perpetual cycle of wasted resources, decreased productivity, and frustrated employees on both sides of the support equation.