Web-based self-service can be a very effective and relatively inexpensive way to reduce call volume and provide timely and quality service. However, research shows that in some situation self-service caused the exact opposite customer satisfaction deteriorated and call volume increased
. Some of the reasons are described here
http://www.diagnosticstrategies.com/self-help.htm
Assuming that self-service is a good solution for your situation, there are many companies (too many to list here) that provide self-service tools. They range from relatively simplistic means to access FAQs to elaborate decision support software. The decision which to use depends on the support requirements, end-user skills and expectations, as well as, of course, licensing and implementation costs.
We maintain a detailed database of diagnostics, problem resolution, and self-service products, and provide research and analysis of their fit for the task for different client situations. Contact me directly at
jbarkai@DiagnosticStrategies.com if this information can be of use to you.
Joe