Disabled Voices: The Accessibility Case for Online Chat

ID: Red corded telephone on white surface. Source: negativespace

Customers with hearing, visual, physical, and cognitive disabilities need more support.

When Katie wanted to handle a package claim with a well known national shipping company, the first thing she did was visit their website on her phone. She tapped around, looking for help, and finally found it — a phone number. For some, this might be a relief, but for Katie this was…