Customer Training

[acht]

I would be interested to know how others go about getting self reliant clients. My company sells software that handles payroll. The clients are payroll managers who are payroll knowledgeable but need to call us to get something done through our product. Usually, a call means the client tried something and it did not work, so, our reps have to undo the transaction and walk the client thru the correct way. We are switching to a knowledge base that will alow the company rep to type in the question and product and arrive at a consistent correct answer.
Since the answer is available to the rep, I was wondering if it was feasible to have the customer inquire into the database thru a customer website.
My question is two fold:
Have any of you found a way to educate your customers & reduce calls?
Does anyone have a system like the one described above?