Providing customers with the information they are looking for online is one way to leverage the website to increase productivity and may reduce the amount of phone calls and customer contacts.  This is a good thing.  Customers can still call you, but when they do, it will be for things they are not able to accomplish online.  It is more productive for everyone.

One purpose of a website is to make information available for customers.  Customers are able to educate themselves using information you provide them.

Customers also discover additional services and may become interested in the additional services, or higher level services  your company can provide.  Making this information available leads to a higher customer satisfaction level.  Frequently customers will find what they want and contact you to upgrade.  It is a much more positive experience than you contacting a customer and selling them higher levels of service.

Your website may be able to free up time for your employees to work on more urgent tasks or work on projects that cannot be automated.

By leveraging the website to increase productivity will free up time from your employees by reducing the amount of billing and address change calls and enable them to focus on describing new services you can provide.

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