To be honest, the answer to that question is probably not. Depending on your operations, there are many times that a landline is simply unnecessary. For example, an online store that sells products direct possibly would be better off with a smart chatbot instead of a dedicated phone line.
For one thing, many small businesses are run by solopreneurs or a few startup founders. It is very difficult to manage an entire business and have a phone line which is open for people to call in for things that they could probably solve themselves if given no other option. Of course we want our customers to feel like they can find solutions for their problems, so there are some disadvantages to not having a direct phone line available, but I believe the advantages will outweigh the disadvantages in most startups.
By building a comprehensive FAQ section, video tutorials and chatbots with answers to virtually any concern that a customer may have, your need for a live phone assistance customer service option diminishes. If the setup has no physical location and all services are offered online, mostly automated, such as a course or virtual product for sale, there would be really no reason to have a phone number. Most people who purchase fully digital products these days would also be very technically savvy and less likely to need a phone number to call.
If utilizing more modern automated systems to serve customer concerns, many users would find that it is more satisfying to find solutions to their problems this way rather than by getting on a phone call. As a brand new company in this ever-increasing digital field, it is very important to assess whether or not a dedicated phone number with live customer service support is truly necessary. If the live support by phone is truly needed, there are some very affordable outsourcing options for the customers who refuse to use virtual options to resolve their issues. See this blog post for the list of available options that we recommend if you require phone support but do not have the on-site staff to handle the call volume.
Do you think landlines are a must have for all businesses? Why or why not?