It’s elementary and common knowledge that excellent support staff is an extremely important key to the overall reputation and long-term success of a business.
Having great software is good, but having great software only to follow it up with rude or ignorant support staff is inexcusable.
In most cases, the support staff are the only people who interact directly with the customer, and they are the casino as far as the customer is concerned.
It’s well worth it to invest in proper training and decent wages to insure that your customers will be treated professionally and with great care.
To do otherwise – to hire low-payed and poorly trained people to save a few pennies – is a bad business plan that costs more in business than the money saved. It makes no sense, and we all pay for it in the long run.