Phone support is not the best tool for our Customer Experience team because it would result in slower response and resolution times for you and offer less capability to provide great service.
Our team is small. We pride ourselves on exceptional service and quick response times, but our Customer Experience team is not at a size where we would be able to handle call volumes effectively.
Phone calls are slower on average. A Customer Experience agent can only handle one phone call at a time, whereas the same agent can handle multiple email conversations simultaneously. Accepting phone calls would make it take longer to get back to you, meaning you'd receive slower response times and it would take longer to resolve your issues or answer your questions.
Phone support offers less visibility. Email is the ideal support channel because our Customer Experience team can view your history (previous orders, product reviews, Blanket Fort rewards activity, previous support tickets, etc.) and all relevant account/order information in most situations. Additionally, in the event that screenshots or pictures are need, it helps us understand an issue quicker than a conversation over the phone.
Phone support is not always the easiest way to provide instructions. Many support tickets that come our way require step by step instructions or require you to head to different web pages. Providing support to you via email allows our team to send fully detailed instructions with pictures, hyperlinks, discount codes, etc. that can help you reach a resolution easier and faster.