WhetheryouuseprimarilySelf-help or the RemoteorPremiumsupportinteractions, you willencounter manyonlineresourcesprovided on a variety of IBMservers. Let's quickly review them.
From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.
Visitors to the site have access to a variety of services, including online publications, information on support and self-help groups, and links to government agencies and not-for-profit organizations that produce reliable information for the public.