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It also depends on the customers your group supports----are they basic users or more advanced techies? If it's a mix, you need to make sure that web-self service supports both groups--from a basic FAQ page to more advanced fixes requiring individual troubleshooting. Your basic users are usually not comfortable digging into their system, but they will follow step by step advice, "If your PC does this,....then do this." Also, we've found that some people who are not comfortable calling because they feel their level of knowledge is not sufficient to speak with someone, will search a website as long as the information is clear and easy to find.
I've found that my agents don't really get beat up by the basic users as long as they tailor their conversation to the level of user. It's when they start "technospeaking" that they get into trouble by making the caller feel stupid. Conversely the techies get irritated when talking to people who aren't as technically advanced as they are. It's a hard line to walk.
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