ABSTRACT
Here are the premises on which this possibly-flawed assumption are based:
1. Self-service is cheaper to provide than agented-service. True. Lots of evidence exists to support this contention. And it seems self-evident that a person who finds an answer through a Web interaction will not rack up the kind of costs associated with a long phone call. The consensus is that on a per-interaction basis, nothing costs as much as agented-phone service. Every other option, from email to Web to chat, costs less.
