Millennials don’t want to talk on the phone. It’s 2014. They don’t want to say, ‘Hi, my name is so-and-so,—’ and talk for 30 seconds before asking the real question. It’s too much overhead. They want to be able to go on a site and type very quickly, ‘Hi, I’m John Doe, what’s my order status?’ and boom, there’s the answer,

via Brian Park, “Goodbye Call Centers, Hello Cloud

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