Don’t: Put your customer service web page online without having a copywriter read it first.
Example: Yahoo’s YPN (ad program) help page. It lists a phone number to call for support, but next to it there is an email form with the words “for prompt support..” above it.
I say “oh great, prompt support with no holding”.. Fill out the form, and get this. “Thank you. You should hear from a Yahoo representative within 48 hours….”
48 hours is NOT prompt. If it is, just how long were you planning on leaving me on hold if I called the phone line?
This will NOT reduce your call log, it will only get you double the complaints when all the people who sent you email get tired of waiting and call.