Tech Companies Abandon Phone Support


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Don't bother calling Square.

The rapidly growing mobile credit-card processing company has joined an increasing number of Silicon Valley–area tech firms, including Google, Facebook, Twitter, LinkedIn, and crowdsourced question-and-answer site Quora, in eliminating the phone as a customer support channel.

According to Square, phone support is not the best way to provide customer service. "We've experimented with phone support, but we believe there are more effective and efficient ways to help our customers get answers to their questions immediately," Aaron Zamost, a company spokesman, states. 

But is abandoning the telephone for low-cost online channels the right move for your organization? For the full story, read the article "Should Your Company Abandon Phone Support?"