Why are so many businesses unwilling to do anything significant over email? It's either phone or chat even for things clearly doable asynnch
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Customer comfort? Why should i wait hours for each reply over e-mail when a quick call would answer it all over minutes?
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because most of us hate talking on the phone these days in the US, esp to customer service with big auto menus, unhelpful staff
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1) email doesn’t capture nuance of conversation 2) email’s can be subpoena’d 3) email’s can be obtained via hacking
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Finding this myself right now. Even simplest instructions or convos - it's phone or nothing. Probably general lack of writing skills
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CYA. Phone is best (direct, fast no inflection misinterpretation), email second (great to have record) and chat simply blows. Hate it
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I've always assumed: 1. Optimize for customer inconvenience within plausible bounds. 2. Minimize requests for action. 3. Profit.









