eGain (A Multichannel Support Offering) developed an excellent case study on the 5 Web Self Service Myths and Pitfalls. The pitfalls are as follows:
Myth #1: Self Service is A Foolproof Way To Reduce Costs
Myth #2: Self Service means Eliminating Customer Interactions
Myth #3: Self Service is a quick Fix.
Myth #4: One Self Service Method fits all.
Myth #5: We deployed Self Service and Contact Center Volume Went down, So we Succeeded.
Most of these are certainly true as I have seen it in business occur on a very frequent basis. Specifically with Myth #2 and #5. The only true way to eliminate customer interactions is to get down to the root cause and offer the feature on the web site. Click here for the Full Case Study.
customer service 2.0 web 2.0 service delivery and support it 2.0