It's a simple question. If a customer had a choice of getting same agent online by answering some simple questions, or going to an agent to verbally answer the same questions and get an info - do you have a feel for what % would choose web?
My gut feel is that the UK & Irish market still prefer to speak to someone and the web percentage could be as low as 10% - what do you think?
Personally I tend to like to go online to solve simple questions or find out information and prefer to speak to someone if it is a complex question.
Looking at the growing traffic volumes on the web, I would say that this is quite a trend.
Until companies start deploying intuitive, accurate and regularly updated Frequently Asked Questions with a good natural language front end on their web sites (which some do!), most people will still end up calling to resolve complex issues. Making this facility available to their call centre agents might help improve customer service too! :-)
Web chat and collaboration may help increase online self help, as long as it is treated as a serious communications channel and is responsive.
Your 10% figure feels about right to me, at least for the immediate future.
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