Customer Service: Three Self-Service Pitfalls and Solutions

Avoid possibly damaging that relationship by offering self-service as just one more option in the wide spectrum of ways to interact with your company, the whitepaper’s authors suggest. Don’t make it the only way for a customer to achieve a particular goal, such as canceling an order or finding out the shipping status on an order. Additionally, self-service options should offer a different kind of experience. eGain officials reference Amazon’s many online features, such as customer reviews and search capabilities, features that aren’t accessible through a phone call.