The hidden cost of sending your customers online.

With the ease of a simple click “reply” to an e-mail, the phone call has begun to die out as a tool to contact clients. Not to mention the cost of a long-distance phone call in comparison to the price of an e-mail. However, can the value a phone call has for clients really be replaced by an e-mail? John Seddon explains what is preferred from the customer’s point of view, and the hidden cost of moving all interaction online.