[helen842000]

People don't get straight to the point when talking. At least with typing it's a structured way to list important details.

Customer service agents will have to listen to the call, make notes, then message the customer back. It's far more effective to have a written message in front of you when addressing someones concerns.

Also, it would be hard to manage, store and search through audio messages. It would make looking after the admin side of it very tedious.

While this idea seems to give a more personal touch to website customer service I think it would be very time consuming to provide a high level of customer support.

It's not a system that would scale to businesses receiving a high volume of technical enquiries.

I'd rather send/receive written messages if it means my question gets answered faster.