Question: We have an automated password reset feature that works. Since this has been implemented, we receive *more* phone calls with people requesting us to walk them through the password reset process which is automated.

Our customers literally ask us "should I click the 'I forgot my password' button?". When we say, "Yes", they then ask what they should type in for email...

Once they get the password reset link, they'll ask what they should change their password to.

Do companies with automated password resets even answer/return these calls?

How do we handle this increased workload? 

We literally have to GoToMeeting with customers to see what they are doing that could make it so confusing - this is a 20-30 minute process. This is not sustainable and we are looking for other options.

Any help is much appreciated!

Answer: 
> 
> Do companies with automated password resets even answer/return these
>  calls?
> 
> 
> 

only the ones that want to make their customers happy. 

> 
> How do we handle this increased workload?
> 
> 
> 

Write a better script for the folks taking these calls to use to help customers through resetting their passwords. 

If you actually have to see what they are doing, then your process is too difficult (for you and likely for your customers). You may need to spend some time simplifying it. Perhaps a written How To document with pictures that you could send to customers would speed things up.

Alternatively, outsource these calls to a facility with more capacity or bring on some temp workers until the requests die down.

You call this "an automated password reset feature that works". While it might work functionally, your customers seem to be hinting that it *doesn't work for them*. Somewhere along the line you seem to have an ease-of-use issue.

You might be well served to find out why it doesn't meet their needs, so you can improve the feature next time. I'm also guessing that you didn't perform any Beta testing of this new feature to see how your customers actually handle it in the wild. That might be something you want to consider for the next time around. A few dollars invested in professional testing might have prevented this situation.
I worked at a help desk in a place where they got an automatic password reset software tool. Unfortunately the top management wasn't behind the change so the help desk was left to manage this new process. There was no training and no communication that the software was being rolled out for end users, it was just rolled out. 

However I came up with a step-by-stop job aid in MS Word that I converted into a pdf file and that my supervisor and department manager approved of. Whenever we got a call for help with using the password reset software, we emailed the directions to that person and told them to follow the basic directions. We encouraged the other person on the end of the phone to print out the directions and share it with others, in the hopes that they would learn how to do this themselves. 

For the most part it reduced calls to the help desk for that type of call.