As technology is evolving, businesses are getting new ways to connect with their customers. But whenever a customer raises a ticket for a big issue, they will always choose to call to connect over other mediums. No customer is going to SMS you or drop an email telling you that the solution has stopped working or else.
While being on email, SMS, or chat, a business has a proper record of that for future reference. Calls also have this feature now. Businesses are now able to track and record every call they get or make.