support for online learners

I attended a presentation by a couple of people from a company which provides 24/7 support for online learners. It was very interesting and certainly seems like a good business to be in considering the growth in online courses. What surprised me was that many of the support calls deal with logging in and managing passwords. In some cases, it can be 70% of the calls. I guess that's a good sign that you have a bad system and may need to do more usability testing. That kind of problem isn't going away until more people are comfortable doing things online.