…not if you are a small website/business anyway. To use automation or lack thereof as an excuse for not doing something is flat-out being lazy.
Example: if your website isn’t capable of allowing your users to change some status on their own, post your email/phone number on your website and make it clear that there is a real person on the other end who is capable of making the changes for them.
Automated or not, people want their problems to be solved. We are generally forgiving even if you have some glitches in your products, as long as you are willing to fix them for us. What we can’t stand is an unresponsive corporate who hides behind its walls to avoid interaction.
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