Making things difficult for your customers is an excellent way to drive them to your competitors.
If your customer support solely relies on voice communication, you’re likely losing potential customers who cannot or prefer not to communicate in this way.
I see my adult deaf daughter make this choice frequently. Even though she has the best hearing aids on the market and the best free audiologist in the world (herself, LOL), she hates communicating by telephone. If I leave her voicemail, chances are she won’t listen to it, so we only communicate by text.
The more communication channels a business provides, the more inclusive its customer support is.
Don’t rely on only voice
Don’t rely on only email
Don’t rely on only text
Don’t rely on only in-person
Provide them all. Plenty of tools will help consolidate the communication streams on your side.
Alt: The first rule of providing support to customers with disabilities is to have multiple modalities that use different senses.