Interactions by email or chat are less efficient for companies than the telephone. This is so, because for the vast, vast majority of people it is much easier t

Interactions by email or chat are less efficient for companies than the telephone. This is so, because for the vast, vast majority of people it is much easier to talk then to type. Specially when things get more complicated. With the phone you can also easier check, if the customer understands you. You can easily explain at the phone something that would need to type you out 250 words or more. With a chat you would not be able to do that. Also you would not be able to verify if the customer has even read the piece or just tuned out.