Thanks, good thoughts here. I work for a crazy-fast growing tech company that supports its users by email and text only. Yet we still receive multiple requests on a daily basis from our strongest users to speak on the phone.

I believe there is a perceived notion in the general public that speaking is the fastest way to resolve an issue. This probably comes from the fact that we can speak our thoughts faster than almost any other method of communication. Verbally talking with someone is also the most primal way of resolving issues. Finally, 7% of any message is conveyed through words, 38% through vocal elements (how those words are spoken), and 55% through nonverbal elements (facial expressions, gestures, posture, etc) (from a blog I wrote - http://blog.blainelight.com/2012/09/NonVerbalCommunication.h... most people want to have their frustrations 'heard' when reach out to support, and text only convey's 7% of their whole message.

In a tech-centric world, it's easy for us to want to embrace the future. We have to realize that even the early majority is still dependent on voice communications to express their primal need for help (i.e. asking for support from a company).

Would love to hear your further thoughts. -Blaine