I tried getting season tickets for a local baseball team but the ordering system was quite literally designed for old people and was driving me insane:
there’s no actual order page online, just this ‘contact us for info!’ button where you have to write them a bespoke little email - like, to a person, not just a form to fill out - and I did that and the dude ///called me//// and didn’t answer when I tried to call back — why for the love of God take this to the phone?? I emailed them!!! I didn’t even want to email them, i wanted to fill out a webpage and put my credit card in! and they throw up all these smarmy sAlEsMaN roadblocks, like jesus man
like is this seriously meant to be like ‘oh that’s such good customer service’ to someone?
If answering the email requires writing a book to anticipate all the possible questions or options or complications that might come up, then no it’s not disrespectful to call someone instead.
I would say it is rude. Better to send an email saying can we arrange a call?
Often times sales funnels use phone calls to create a sense of urgency, prevent somebody from having all of the information at one point in time, and of course price discovery.
A salesman, making the same sale over and over again, knows what information they need, that could be put on a web form or an email. There’s a reason they’re not doing that, and that probably has something to do with their profit margin.
In sales, and any customer focus job, you meet the customer where they want to be. If they come at you and email, you should respond an email, should be up to the customer to escalate the communication method.
For the sales person to escalate, means they have a sales reason for the call, usually not in the best interest of the customer