The Internet experience doesn't have to be soulless.
Customers can still get that human touch.
Self-service was one of the great early promises of the Web. People could read your Frequently Asked Questions, check out your troubleshooting page, peruse your online manual, and dig up the A's to all their Q's. But man does not live by customer self-service alone. Even on the best Web sites, people get disconnected. They get confused.