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The MarTech Digest
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If you want to build a company that truly embraces voice of the customers remember that you have to let that voice be heard. Learn more - why listen up customer feedback is important to identify what your audience wants.
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Marteq's insight:
I wasn't going to pass this onto you, but it so fundamental that I thought it worthwhile as sometimes the basics are overlooked. 
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Summarized... As for Shortstack, the two main reasons we said “No” to phone support: 1. Cost: As ShortStack grew and our budget was less shoestring, phone support was still not a viable option because it would have required either doubling our staff, or outsourcing to a call center. Both options were extremely costly and, in our experience, call centers don’t offer the same attention to detail that in-house staff can do. Online support allows us to be hands-on with our support, without having to staff way up. 2. Frustration for users and staff: At some point, nearly everyone has called a company’s phone support line. Was the experience awesome? For most people, phone support experiences have been the exact opposite.
Marteq's insight:
One company's take on phone support. Combining chat/email/social with SFDC Service Cloud, there really is no reason why B2B needs phone support (unless your margins are such that it is a no brainer). Take chat support: one person can chat with multiple people reducing the number of required support folks (conversely, maximizing available support inventory).
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