When I think of Level 0 support, I think of support that is given to a customer without the direct interaction from a customer support representative. The following are some examples:
1. Online Support Forum
2. Online Knowledgebase
3. Online help manuals
Even if a customer needs to talk to someone, these types of resources can only enhance the customer’s experience. And at the end of the day, successfully customer support involves meeting and exceeding the customer expectations.