The New York Times recently ran an article titled, “Tech Companies Leave Phone Calls Behind.” I love the NY Times and am a paying subscriber. But this article missed the real trend.
The premise of the article is that in an increasingly online world ruled by techies who don’t want to talk on the phone, the era of being able to call the company in which you do business is winding down. They cite Quara, Google, Twitter & Facebook as obvious examples.
… phones cost money, phones do not scale. Besides, why call when you can use Google, or send a Twitter message?”
It’s hard to really find fault with the reporting. In some ways it appears factually correct. But it’s really missing two key factors that would be misleading to the uninitiated.
1. Tech Companies most certainly do take calls. But only from customers.
2. In the future ...