Great customer service depends on offering multiple ways to communicate. Still, when things get complicated, 76% of consumers prefer to pick up the phone, according to Zendesk. When the issue is urgent, emotional, or high-stakes, chatbots and email threads simply don’t cut it. People want clarity, empathy, and real-time problem-solving, and voice conversations can handle nuance, emotion, and urgency far better than any asynchronous channel.