Moving all service delivery to the Web

Moving all service delivery to the Web where customers can access it when they need it is the most important aspect of building a successful customer service program.  Do you agree or disagree? Why?

I agree that moving services to the web where customers can access them as highly important as this enables instantaneous exchange of information and answers to customer queries, while also reducing the cost that should have been allotted to manpower for the company’s customer service. That is why web-based platforms for customer service should be a priority for every business company. However, such move cannot be considered as single most important component in improving customer service, especially in situations wherein a large portion of target customers have minimal to absolutely no access to such technologies.