Analyst say that this wont catch as a wild fire, but I definitely think it will as more and more companies try to push their users to web self service. Only the terminlogy will differ. instead of saying taht they will charge you for serving over phone, they will say that they will give you a discount if you opt for Self service.
And I am sure it will catch up in a big way.
I am wondering why cant they use phone self service? agreed it is costlier than web self service, but definitely it is a good option.
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