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why is there no phone number for customer service?
The changing trends and influx of millennials are responsible for this shift. Nowadays people are more comfortable, interacting with people via chat or email as it is convenient and suits their lifestyle. Thus companies are adapting to the needs of the customers to remain relevant and competitive. Also, email or chat is super effective and cost-efficient.
Companies are trying to shift away [from] call centers because
call centers are several times more expensive to handle.
call centers need way more agents to answer customers’ requests if compared to live chats or emails;
Call centers are way more difficult to scale when business grows;
while a call center operator will be talking to one customer, a live chat agent can manage 10 chat conversations simultaneously;
A live chat is preferred way of communication these days. (I’m sure you heard that millennials never use their phones for calls).
