That's neat, but when you've already optimized your password reset as well as you possibly can, now you're just throwing time and money out the window because of a dumb company policy and probably pissing off your most talented developers too.
Some customers are just incredibly stupid. That's who Tier 1 support is precisely for: the kind of people who would suffocate in a wet paper bag. I walked into my manager's office one day and said enough. I developed 10 products used by over 250k users and I was the only developer at the company. Never again was I going to reset another password. I followed best practices and made it as easy as possible. Any further difficulty on the part of a user was not my problem.
One thing to consider is an inverse of customer support. Have your dedicated customer service rep handle only repeatable issues with a script.
Then you just say, "I'm going to escalate your issue to our Solutions Department, who are responsible for that type of issue. They will be able to walk you through the process."
But really, whatever you do, if you do email/chat support I'd be feeding every chat session/email exchange into an expert system, and trying to generate responses when possible.
Some customers are just incredibly stupid. That's who Tier 1 support is precisely for: the kind of people who would suffocate in a wet paper bag. I walked into my manager's office one day and said enough. I developed 10 products used by over 250k users and I was the only developer at the company. Never again was I going to reset another password. I followed best practices and made it as easy as possible. Any further difficulty on the part of a user was not my problem.