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We have been thinking the same. How to provide excellent customer service? With my business hat on, I think a personal call is great. Makes sense. With my customer hat on, I prefer the email idea as I choose when I want to/am able to engage. I need to keep in mind that even though I’ve started a business, I still need to think like a customer.

I agree with another comment, communicate via email for email enquiries and if need be ask if the customer would prefer a call. Prompt, considerate service is what matters and that can be delivered in many ways but most of all, as dictated by the customer.