I find this semi-humorous and quite expected for him to say this. I've dealt with their support on a few occasions; it's like pulling teeth to get them to respond.

The dynamics of this change completely for "enterprise" software where your customers are paying extra for support. In that case there is little incentive for you to put FAQ's on your site. In fact you want to make it hard to run your software without a support contract.

As someone who has worked for several companies that provide "enterprise" software, I can say that's only the case with bad companies. There are many companies that are constantly trying to improve and update their documentation so that support only has to deal with the unusual or complex and difficult problems.

Edit: And I should add that there are plenty of people who will call support for every single problem they encounter, no matter how clear the documentation is.

I wish we bought more software from companies like that :-)

It's pretty funny that even though this was an interview by SupportBee, he keeps mentioning that they use Assistly, a clear competitor of SupportBee, and how awesome it is...

What happened to linking directly to the article?

Maybe we should get Watson to do tech support. He seems to be pretty quick with the right answer.