I am looking for ammo (empiricial data) in the war to slim down our help system so that it is more usable and efficient. The ultimate goal is obviously to eliminate the need for direct contact with account representatives for things that can be easily answered online. I would greatly appreciate any studies, links, articles, etc., that address this issue. (E.g., how long will a user stay in a help system before giving up).
Any info at all on this subject is greatly appreciated.