I wonder if this might be a general trend as the bulk of communication has pretty much already moved to text. If not outright phobia, at least dislike of the medium of 'speaking' would seem to be likely.
More companies might need to accelerate towards offering text/chat options for their customer service if they don't already. It may not directly put a customer off, but it might be another signal in a list of comparisons that pushes the scales in favour of a competitor.
More companies might need to accelerate towards offering text/chat options for their customer service if they don't already. It may not directly put a customer off, but it might be another signal in a list of comparisons that pushes the scales in favour of a competitor.