Thanks so much for your comments and feedback - very much appreciated. This post was definitely not intended to say that the telephone is going away as a customer service channel (the information here shows that it is vital), but to note that many brands and organizations need to improve their online service offerings, so that customers get the help and information they need on these channels without having to call in frustration because online service is not available, helpful or satisfying. Thanks again for this feedback; very much appreciate your point of view and the time and information you provided in writing this.

Absolute drivel. There are many surveys and depending on who commissions them they will tell you what you want. IVR systems are all well and good and serve a purpose, as do interactive web chats, however the customer STILL prefers to speak with an individual. They call for a purpose and that purpose is predominantly because they have a problem! A machine, or anonymous web interaction does not allow them to vent!  CSL's (Customer service levels) are a key KPI within ALL businesses and if businesses were to apply your insights (I use insights loosely) their CSL's would rocket and all the hard work of the sales and marketing departments would evaporate!  

What your article should have said is that if your customers don't mind an automated or web based customer service experience then you can use our great products or services, Don't patronise or try to scare people into spending vast amounts of money on scrapping telephony for newer, albeit more cost effective, technology.  This type of Marketing PR is as antiquated as the telephone!