Why Retain Phone Channel Despite Lower Profitability?

Q: Why Retain Phone Channel Despite Lower Profitability?

This question evaluates product and stakeholder decision-making skills, specifically trade-off reasoning among profitability, accessibility, regulatory obligations, customer lifetime value, fraud risk, and brand trust.

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Question

Scenario

A consumer-facing, regulated company is evaluating whether to continue offering a live phone support channel that shows the lowest unit profit relative to other platforms (e.g., web, app, chat).

Question

Why might the company retain the phone channel despite its lower unit profitability?

Consider: customer demographics, accessibility for elderly or differently abled users, brand equity and trust, complex or high-stakes issues, fraud/disputes handling, outage contingencies, and lifetime value (LTV) implications.

Why Retain Phone Channel Despite Lower Profitability?

Scenario

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Why Retain Phone Channel Despite Lower Profitability?

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Scenario

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Solution

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