Customer Service: Three Self-Service Pitfalls and Solutions

2. Self-service doesn’t mean eliminating customer interactions. Whether a customer chooses to reach you by telephone or the Internet, you haven’t eliminated an interaction point, rather you’ve just shifted it. Whether customers choose to reach you via telephone or Internet self-service, you still have a responsibility to preserve the quality of their experiences with your company. And Web self-service and telephone self-service are vastly different vehicles that present different challenges to the customer, eGain writes. Because of those challenges, it’s sometimes necessary to teach customers how to use self-service. If you’re considering adding Web self-service for customers who aren’t used to interacting online, be prepared to have CSRs occasionally walk them through the process over the phone.