The rise of the internet has opened up new possibilities for communicating, from emailing and blogging to mobile video chatting and exchanging GIFs over messaging apps. This digitization has not been limited to consumer interactions. Most businesses now communicate with their customers through multiple online channels, and invest in software to track, personalize, and optimize every step of the consumer’s digital journey.
As brands prioritize this digital experience, they often overlook a simple fact: communicating by voice is faster, easier, and more effective than typing messages back and forth.
Source - Read More: hbr.org