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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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).

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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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Solution

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