In a world of SMS, Facebook Bots and voicemails…wtf?
If I wanted to talk to a machine, I’d message your Facebook bot. Almost no one wants to talk to a robot on the phone. They can’t help me, they won’t listen when I talk and most of my concerns are likely out of their realm.
Because bots are average. They are designed for average experiences, average questions and average customers (which don’t exist).
If you truly cared about being reached — which is why you have a phone number in the first place — Pay a human to answer it. It’ll save you and the customer a huge headache in the long run.