On: Things you can do with a browser in 2020

[stickfigure]

Amazon and Alibaba are pure consumer plays with a mass audience. They deliberately hide the contact forms to force you through self-service UIs.

If you try the same thing with a B2B or other high-touch service, it's not going to end well for you.

Personally I get a terrific amount of value from interacting with my B2B customers through chats, video calls, and screenshares. The customers love it.

[chinesempire → stickfigure]

> If you try the same thing with a B2B or other high-touch service, it's not going to end well for you.

In my experience B2B businesses call you, they want to talk to someone, not to a chat bot.

My biggest complain is in fact that I have to take phone calls because clients refuse to use other means of communication.