In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing the most valuable asset of an enterprise—the goodwill of existing customers.

This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them, all set in a pragmatic framework based on hundreds of enterprise implementations. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.