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> From your perspective, should all customer inquiries be outsourced to social media to save businesses some dough? "Should" requires applying emotion and you

> From your perspective, should all customer inquiries be outsourced to social media to save businesses some dough? "Should" requires applying emotion and you cannot participate in a good faith discussion if you bring in emotions. All we can discuss is what is. If what you are trying to ask is: "Do some businesses only accept inquiries by social media?" I don't know for sure, but expect it happens. I know for certain that there are businesses which do not accept phone calls. There are even more businesses that do not accept inquiries by telegraph. Do any businesses accept inquiries by telegraph? Like I said, businesses will put the most effort into accommodating the majority of customers where they are found. If that's social media, then social media is where the most effort will be made. Indeed, it stands to reason that a business that is primarily in the business of providing internet service for pocket computers used to access social media will find most of their customers congregating on social media. Other businesses might find that the customers are most likely to come in person. A retirement community might even find that the phone is where the people are. Certainly there is no universal medium here. Each business will be different. That doesn't mean there won't be some best effort attempts to support customers on the fringes, but there is only so much time in the day and if you lose the customers on the fringes... Oh well? You will never win them all anyway.

A4ET8a8uTh0 4y ago
<< "Should" requires applying emotion and you cannot participate in a good faith discussion if you bring in emotions. You are wrong about "should", because the word can and does describe non-emotional states ( not everything is deterministic and requires approximator like should ), but your point about good faith discussion is well taken. In fact, I think I should apologize here. There was no rational reason to be bent out of shape over this. Your argument is solid on the surface assuming what you write is taken at face value. As a result, I took your advice and took myself away from the keyboard for a little while. As I considered other things, I realized that you are still not correct despite being instinctively right about the business in general ( it goes where the money is ). You used the example of telegraph and I realized that what is wrong with the argument. Papyrus is older than telegraph and yet it is still used to deliver important messages ( like, say, warrants, summons, complaints ) suggesting it is not a question of age, but of utility. I posit that phone is in the same category as paper, because despite existence of email, telegram, signal, video chats, it has replaced telegraph, but nothing replaced phone yet in terms of barebones connectivity standard(s) that can be used across the globe. Unless we consider mobile phones a different animal, which would not be an unreasonable argument to make. At end the end of the day, if I need to make a call to the old country and various apps don't work for one reason or another ( not everyone uses - or even can or wants to use - w/e app you use or maybe version is off or multiple other reasons ), calling is the way to go. << That doesn't mean there won't be some best effort attempts to support customers on the fringes, I might accept calling is not default, but calling it a fringe might be mischaracterizing things a tad bit ( unless you have some evidence to prove, calls are indeed a fringe channel ).
- randomdata 4y ago
  > You are wrong about "should", because the word can and does describe non-emotional states Questions of "how should a company behave?" can only be answered by one's feelings, and feelings require emotions to be formed. There are no rules of business encoded into the universe. Business itself is merely a human construct. > At end the end of the day, if I need to make a call to the old country and various apps don't work for one reason or another The modern phone system is built on apps, so if apps are not working for one reason or another the app you call a phone isn't going to work anyway. Long gone are the days of an operator physically connecting copper wires between two locations. The phone system you seem to be imagining no longer exists outside of museums. > Papyrus is older than telegraph and yet it is still used to deliver important messages And like I said in another comment, if you used papyrus to request support from your telecom operator, I expect you would receive even worse support than by phone. It's not where they are going to focus their energy because papyrus isn't where the community of customers live. I imagine they would put in some effort to accommodate you, but with only so much time in the day it will pale in comparison to where they put their focus. > unless you have some evidence to prove, calls are indeed a fringe channel Like I said, it depends on the business. The phone is unquestionably the primary channel of communication for some businesses when the community of customers primarily live by phone. Other businesses, particularly those close to government, do rely on papyrus as their primary channel of communication. And other businesses see physical presence as their primary channel. Going back to the restaurant, you're going to receive better service walking in the door than you will by phone. No doubt there will be a best effort to provide good service over the phone as well, but the customer who walks in the door is going to get the "A team". The business of which we speak here is mostly in the business of connecting one's pocket computer to social media, so social media is quite expectedly where the community primarily lives. That doesn't mean they won't put a best effort into other communication channels, but if you want the "A team", you will reasonably go where the people are. Same as with every business.
  - A4ET8a8uTh0 4y ago
    << You are wrong about "should", because the word can and does describe non-emotional states >> Questions of "how should a company behave?" can only be answered by one's feelings, and feelings require emotions to be formed. There are no rules of business encoded into the universe. Business itself is merely a human construct." If that is the case, then everything is emotional. If everything is emotional, in practical sense, designation of 'emotional' does not carry using informational value. It is like calling everything racist. << At end the end of the day, if I need to make a call to the old country and various apps don't work for one reason or another >> The modern phone system is built on apps, so if apps are not working for one reason or another the app you call a phone isn't going to work anyway. Long gone are the days of an operator physically connecting copper wires between two locations. The phone system you seem to be imagining no longer exists outside of museums. I would welcome some schooling on the matter. Do you have some additional insight/resources that could substantiate your claim? I do not exactly doubt you, but, just like with the underpinnings of US airlines, part of me sincerely doubts telecoms moved to, say, react framework to connect phonecalls. I might be wrong, but I would like some additional evidence of that. << And like I said in another comment, if you used papyrus to request support from your telecom operator, I expect you would receive even worse support than by phone. It's not where they are going to focus their energy because papyrus isn't where the community of customers live. I imagine they would put in some effort to accommodate you, but with only so much time in the day it will pale in comparison to where they put their focus. I am not sure if you ever sent a complaint letter to a bank or similar regulated institution. I won't go into too many details, but, if anything, written letter gets a much closer scrutiny. It may be slower, but it does get results ( edit: speaking from experience ). << Like I said, it depends on the business. I am willing to accept it as an argument.

A4ET8a8uTh0 4y ago

<< "Should" requires applying emotion and you cannot participate in a good faith discussion if you bring in emotions. You are wrong about "should", because the word can and does describe non-emotional states ( not everything is deterministic and requires approximator like should ), but your point about good faith discussion is well taken. In fact, I think I should apologize here. There was no rational reason to be bent out of shape over this. Your argument is solid on the surface assuming what you write is taken at face value. As a result, I took your advice and took myself away from the keyboard for a little while. As I considered other things, I realized that you are still not correct despite being instinctively right about the business in general ( it goes where the money is ). You used the example of telegraph and I realized that what is wrong with the argument. Papyrus is older than telegraph and yet it is still used to deliver important messages ( like, say, warrants, summons, complaints ) suggesting it is not a question of age, but of utility. I posit that phone is in the same category as paper, because despite existence of email, telegram, signal, video chats, it has replaced telegraph, but nothing replaced phone yet in terms of barebones connectivity standard(s) that can be used across the globe. Unless we consider mobile phones a different animal, which would not be an unreasonable argument to make. At end the end of the day, if I need to make a call to the old country and various apps don't work for one reason or another ( not everyone uses - or even can or wants to use - w/e app you use or maybe version is off or multiple other reasons ), calling is the way to go. << That doesn't mean there won't be some best effort attempts to support customers on the fringes, I might accept calling is not default, but calling it a fringe might be mischaracterizing things a tad bit ( unless you have some evidence to prove, calls are indeed a fringe channel ).

randomdata 4y ago
> You are wrong about "should", because the word can and does describe non-emotional states Questions of "how should a company behave?" can only be answered by one's feelings, and feelings require emotions to be formed. There are no rules of business encoded into the universe. Business itself is merely a human construct. > At end the end of the day, if I need to make a call to the old country and various apps don't work for one reason or another The modern phone system is built on apps, so if apps are not working for one reason or another the app you call a phone isn't going to work anyway. Long gone are the days of an operator physically connecting copper wires between two locations. The phone system you seem to be imagining no longer exists outside of museums. > Papyrus is older than telegraph and yet it is still used to deliver important messages And like I said in another comment, if you used papyrus to request support from your telecom operator, I expect you would receive even worse support than by phone. It's not where they are going to focus their energy because papyrus isn't where the community of customers live. I imagine they would put in some effort to accommodate you, but with only so much time in the day it will pale in comparison to where they put their focus. > unless you have some evidence to prove, calls are indeed a fringe channel Like I said, it depends on the business. The phone is unquestionably the primary channel of communication for some businesses when the community of customers primarily live by phone. Other businesses, particularly those close to government, do rely on papyrus as their primary channel of communication. And other businesses see physical presence as their primary channel. Going back to the restaurant, you're going to receive better service walking in the door than you will by phone. No doubt there will be a best effort to provide good service over the phone as well, but the customer who walks in the door is going to get the "A team". The business of which we speak here is mostly in the business of connecting one's pocket computer to social media, so social media is quite expectedly where the community primarily lives. That doesn't mean they won't put a best effort into other communication channels, but if you want the "A team", you will reasonably go where the people are. Same as with every business.
- A4ET8a8uTh0 4y ago
  << You are wrong about "should", because the word can and does describe non-emotional states >> Questions of "how should a company behave?" can only be answered by one's feelings, and feelings require emotions to be formed. There are no rules of business encoded into the universe. Business itself is merely a human construct." If that is the case, then everything is emotional. If everything is emotional, in practical sense, designation of 'emotional' does not carry using informational value. It is like calling everything racist. << At end the end of the day, if I need to make a call to the old country and various apps don't work for one reason or another >> The modern phone system is built on apps, so if apps are not working for one reason or another the app you call a phone isn't going to work anyway. Long gone are the days of an operator physically connecting copper wires between two locations. The phone system you seem to be imagining no longer exists outside of museums. I would welcome some schooling on the matter. Do you have some additional insight/resources that could substantiate your claim? I do not exactly doubt you, but, just like with the underpinnings of US airlines, part of me sincerely doubts telecoms moved to, say, react framework to connect phonecalls. I might be wrong, but I would like some additional evidence of that. << And like I said in another comment, if you used papyrus to request support from your telecom operator, I expect you would receive even worse support than by phone. It's not where they are going to focus their energy because papyrus isn't where the community of customers live. I imagine they would put in some effort to accommodate you, but with only so much time in the day it will pale in comparison to where they put their focus. I am not sure if you ever sent a complaint letter to a bank or similar regulated institution. I won't go into too many details, but, if anything, written letter gets a much closer scrutiny. It may be slower, but it does get results ( edit: speaking from experience ). << Like I said, it depends on the business. I am willing to accept it as an argument.