For Tech Companies, Telephone Customer Service Goes the Way of the Landline

Tech Companies Leave Phone Calls Behind. (The New York Times, 7/7/2012)

Excerpt:  Voice calls have been falling out of fashion with teenagers and people in their 20s for some time (text only, please). But what is a matter of preference for the young is becoming a matter of policy for technology companies; phones cost money, phones do not scale. Besides, why call when you can use Google, or send a Twitter message? 

On the other end of the line, however, some people may not know how to Google, or do not want to use Twitter. These users may be older, or less technically adept, and they are finding the method of communication they have relied on for a lifetime shifting under their feet.