I'm thinking about why this is not really how we do in the west. Would customers even want to get on the phone? I think my initial reaction if I was to contact

I'm thinking about why this is not really how we do in the west. Would customers even want to get on the phone? I think my initial reaction if I was to contact a business through a hotline is that on the other side of the phone it will be a massive call center rather than the business directly which would make me cautious.