Does providing contextual FAQ's prior to allowing users to contact a support specialist increase ROI? It seems that there is at least a perceived benefit (as many companies do it). Are they basing this decision on research?
IE: Each message or contact that a company receives costs that company. Is there any data which shows that providing FAQ's based on relevant information reduces the number of messages/calls to a company? Or does this simply frustrate users by providing blockages to contacting said company?
~Apple's support section is a good example of this style of support.