The headline screams so all can hear that "only 5% of Mac users at IBM need help desk support, compared to 40% of PC users". At face value, yeah, that’s great that their tech support calls are so low.
An aspect neither article - links below - doesn’t address is if these percentages include both “OS issues” and “Business Application issues”. What about help desk support for software that is available on both? For example, Franklin calls with a question about using a MS Word template. If Franklin is a PC user, would his phone call be attributed to the cited Windows percentage? If Lucy is using a Mac and had the same question, would her phone call be attributed to the cited Mac percentage? Or would both Franklin’s & Lucy’s phone calls go into a 3rd bucket that is not mentioned in the article?
http://finance.yahoo.com/news/apple-users-lot-less-help-182200542.html
http://appleinsider.com/articles/15/10/15/only-5-of-mac-users-at-ibm-need-help-desk-support-compared-to-40-of-pc-users
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