We all know that in recent years, an increasing number of customers — especially millennials — want text-based customers support, such as live web chat, email, mobile SMS, and online knowledge portals. Long Live the Phone However, this doesn’t mean that customers are anti-phone. On the contrary, research by customer feedback platform company Usabilla found that 55 percent of customers prefer speaking to a live agent or representative because doing so is faster, easier, and ultimately more beneficial; particularly if they have a complex challenge to solve or detailed questions to ask. What’s more, a survey by CRM system leader Salesforce.com revealed...