---
title: Issue with Traditional Customer Service Models | Incognito Insights
description: Customer Service is changing in the Broadband world, how are service providers adapting?
---

[Incognito Insights | Telecom Blog | Incognito ](https://www.incognito.com/blog)

# [Issue with Traditional Customer Service Models | Incognito Insights](https://www.incognito.com/blog/why-traditional-customer-service-models-just-dont-cut-it-part-1/)

 Written by [Incognito](https://www.incognito.com/blog/author/incognito) | 23/06/15 7:12 PM

The answer lies in subscriber self-service.

Research[ from the Customer Contact Council](https://hbr.org/2010/07/stop-trying-to-delight-your-customers) has found that customer loyalty has more to do with delivering basic promises than dazzling service. Furthermore, many people actually expect to have the option of self-service when seeking help for a problem. Up to 70 percent of customers expect a self-service option for handling commercial questions and complaints. However, there is a caveat — if self-service falls short, personal contact as a safety net is an absolute necessity. The message is clear: reduce the work that customers have to do to solve a problem to encourage loyalty and lower churn.

Subscriber self-service has the added benefit of reducing costs. According to the most recent TSIA Support Services benchmark data, incidents resolved via phone average $510, while email incidents average nearly $700. Chat interactions average a much lower $150 per interaction, but still dwarf the cost of web self-service incidents, which average only $4. See the table below for more detail.

The need for subscriber self-service is clear, but what challenges stand in the way of implementing a valuable self-service portal? And how can you solve them? [Find out next week in part two](https://www.incognito.com/why-traditional-customer-service-models-just-dont-cut-it-part-2/?hsLang=en).

[View full post](https://www.incognito.com/blog/why-traditional-customer-service-models-just-dont-cut-it-part-1/)

```json
{
  "@context" : "http://schema.org",
  "@type" : "BlogPosting",
  "author" : {
    "@type" : "Person",
    "name" : "Incognito"
  },
  "dateModified" : "2026-01-09T21:42:03.316Z",
  "datePublished" : "2015-06-23T19:12:00Z",
  "headline" : "Why Traditional Customer Service Models Just Don’t Cut It – Part 1",
  "image" : {
    "@type" : "ImageObject",
    "height" : 393,
    "url" : "https://www.incognito.com/hubfs/Why-Traditional-Customer-Service-Models-Just-Dont-Cut-It-Part-1-Incognito-Software-2.jpeg",
    "width" : 750
  },
  "mainEntityOfPage" : "https://www.incognito.com/blog/why-traditional-customer-service-models-just-dont-cut-it-part-1/",
  "publisher" : {
    "@type" : "Organization",
    "logo" : {
      "@type" : "ImageObject",
      "height" : 60.0,
      "url" : "https://www.incognito.com/hubfs/Incognito-Logo-Full.png",
      "width" : 151.22874
    },
    "name" : "Incognito Insights | Incognito Software Systems"
  }
}
```