Customer Service: Three Self-Service Pitfalls and Solutions

1. Self-service isn’t a foolproof way to reduce costs. Although the most common reason for marketers to implement self-service is cost reduction, it’s by no means a silver bullet, eGain officials write. Self-service can free customer service representatives (CSRs) from routine tasks that customers can handle on their own, but it removes a customer touchpoint, which can hinder the customer relationship.