Customer Service: Three Self-Service Pitfalls and Solutions

On the surface, customer self-service seems like a pretty good idea. What catalog company wouldn’t want to lessen the burden on its own staff by providing customers the means to handle their own issues? But like other things that also sound too good to be true, self-service has its own set of pitfalls. Some of these pitfalls and associated solutions are outlined in a recent whitepaper released by customer service software provider eGain. Following are three self-service pitfalls and how to avoid them in your business: