Define the unit of analysis

Choose whether the question concerns cost per customer, per activation or per resolved case. Each can be useful for a different decision. Include the team time and tools relevant to the calculation, and state whether management and specialised escalation costs are included.

Segment the work

Separate simple questions, onboarding assistance and complex incidents. A single average can hide a customer group or product workflow that requires disproportionate effort. Review repeated issues to see whether better design or communication would reduce demand without reducing service quality.

Connect costs with outcomes

A lower support cost is not automatically better if customers receive incomplete help or abandon the service. Track resolution quality, repeated contacts and customer outcomes alongside efficiency. Use the model to plan capacity and improve the journey rather than merely reduce staffing. Review the busiest support categories with the product and content teams. A small improvement in instructions or error handling can reduce repeated work, but verify that fewer tickets reflect a solved problem rather than customers giving up before contacting support.

Imagine this

Illustrative operating example

Hypothetically, 200 support cases require 100 staff hours at an illustrative $30 per hour. Direct staff cost is $3,000, or $15 per case, before tools and overhead. If many cases repeat, case-level efficiency may conceal unresolved customer problems.

Make it practical.

Use this checklist as you read. Checks are not stored.

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