In response to a recent article by Zor Gorelov, CEO of Speech Cycle, in which he theorized that the call center “will cease to be the primary channel between companies and their customers,” our Jeff Valentine penned a guest post for Mashable in which he gave three reasons that he disagrees. Mr. Gorelov believes that smartphone applications will make call centers obsolete, Jeff argues that call centers won’t fade away, but will adapt to new customer service needs to continue providing support.
Jeff has nothing against smartphone applications, of course, but warns they can be more expensive than expected and reach fewer customers than developers might assume.
We want to know what you think. Do you use smartphone applications when you need customer support or do you prefer to simply give the company a ring?