In some case, but certainly not all. I agree with Patrick that
"Have you ever felt a need to talk to someone at eBay or Amazon? I haven't. Why? Because they do such a great job in meeting your needs that you don't need to talk to a person. A few mouse clicks and you have accomplished your mission. The places where people get frustrated and want to talk to someone are the ones not fully meeting people's needs. If they met your needs, you wouldn't feel the need to talk to someone."
So you want to improve your service? Check out your web site. Seriously use it. Try it. Abuse it.
If it is meeting the needs of your customers, then you should need less phone support staff.
If it is not meeting the needs of your customers, then you may not be able to staff the phones sufficiently.
Delivering good customer experience is the key. If you are good, they will talk about you to their friends. That is the best kind of talk!
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