Put Down that Phone

4. Preemptive strikes.
Set a goal to limit the number of customer service inquiries to as few as possible. Regularly communicate product and service news to your customers using group e-mails, your Web site, catalogs, retail locations, etc. Publish parts of your knowledge base on your Web site, providing customers a forum to track down the answers to their questions before contacting you. You’ll notice a significant decrease in agent workload and increase in customer satisfaction. Self-service is always the best option.