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Besides his emotional issues there author touches on a few great points. 1. Why do we use a loose, unstructured medium like voice for customer support and the
by ajmurmann 9y ago
Besides his emotional issues there author touches on a few great points.
1. Why do we use a loose, unstructured medium like voice for customer support and the script and restrict almost everything about it? Maybe basic support would be better in a different medium and only escalations go to phone?
2. Social engineering is still one of the most effective ways of hacking and the phone is a great medium for that. Yet we apparently year the phone like a more secure channel.
- sweden 9y agoBecause it is the most simplest and the most spread one? You don't need to sign up for yet-another-communication-service; you are not dependent on corporations like Facebook to conduct your business; you don't need to install an app. What else would you use?
- icebraining 9y agoChat on their website?
- StudentStuff 9y agoUnreliable, easy to break, no way to contact a user back if they navigate away. Plus most small/medium business websites are simple, static pages currently, with no interactivity, let alone TLS to protect their users conversations.