Which support channel requires the least amount of agent work time?

Web self-service is the correct answer because it empowers customers to find solutions to their issues independently, without requiring direct interaction with support agents. This channel typically includes resources such as knowledge articles, FAQs, and community forums, allowing customers to resolve common problems on their own.

In contrast, other channels, such as email to case, web to case, and chat, typically require more involvement from support agents. Email to case and web to case necessitate agents to monitor incoming requests, respond to inquiries, and manage case resolution, which can consume a significant amount of time. Chat requires real-time interaction between the customer and the agent, meaning agents must be consistently available to assist, further increasing their workload.

Overall, web self-service minimizes agent workload by facilitating customer autonomy and reducing the volume of cases that require direct agent intervention.