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A Good Installation Guide Increases User Satisfaction and Reduces Support Costs

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In its very first endeavor, the new Customer Documentation Group at SABRE Travel Information Network has shown that it adds value. The test case was the installation guide for SABREhelp, an online help product. The installation guide was a critical part of the product. If travel agents, who are SABRE's users, were not able or willing to install and configure SABREhelp, they would not be able to use it.Of the customers who sent back customer survey cards, 94% said that the SABREhelp guide is clear and easy to understand, 78% said they were able to load the product using only the guide, and 71% said that having the product reduced their need to call the help desk. The technical communicators correlated the information from the survey cards with data from the help desk. Customers who said that they were calling less had in fact reduced their help desk call by 80%—an average of 210 fewer calls per agency per year.
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Document Type: Introduction

Publication date: February 1, 1995

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