Replace Phone Support Purgatory With Self Service Heaven

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So there I was, sitting on my couch, listening to such magnificent compositions as could only be played in those most coveted of places: elevators and corporate call-waiting.  My ear was getting sweaty from being pressed up against my tiny cell phone for so long.  Forty-five minutes prior, I had attempted to use the form offered to register for, well, one of those things you have to register for, but what should have been a simple process turned into such a major production it could have won an Oscar.  Something went terribly wrong with the registration process and I ended up being scheduled for duplicate services. 

I called their customer service hotline, played the "Press 1 if..." game, and finally got referred to a real person because I couldn't decide which number to push. Then I was bounced from person to person; nobody knew where to send me next.  I even got bounced to a few of them twice.  Add in holding between thirty second conversations and time just slips away.  I should have been working, not sitting on the phone waiting for Mr. or Ms. Right Answer.

People everywhere go through the same experience when dealing with insurance matters, computers, credit cards, etc.  We spend hours of precious time listening to bland elevator music waiting for someone to help with a relatively simple problem.  That time spent on the phone can never be regained.  Productivity and money are lost.  To stop this madness, many companies are offering on-line Self Service to make the process of finding an answer more convenient.

Some might say that Self Service Portals push customers away from the business, but look closely at what a Self Service Portal offers:  forums where customers can get help from others with the same experience, FAQ pages for those benign yet repetitive issues, announcements about important items, ways to submit and track an incident, and much more.  Some customers may have more meaningful contact with the business through Self Service, not to mention receiving answers with more detail than practicable over the phone. Self Service makes getting answers quicker and deflects expensive support calls.

So do your customers a favor. Offer Self Service instead of the third rendition of "Muskrat Love".  You'll save their ears, your money, and everyone's time.