It’s not just you: Businesses are making their phone numbers hard to find

wsj 5 min read . Updated: 07 Dec 2022, 06:27 PM IST Rachel Wolfe, The Wall Street Journal
Companies are taking this short-term view of reducing the load on employees and shunting customers off to poorly designed chatbotsPremium
Companies are taking this short-term view of reducing the load on employees and shunting customers off to poorly designed chatbots

More customer-facing phone numbers are being replaced with chat boxes and virtual reservation systems that can make connecting to an actual human being next to impossible

 

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