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From the beginning, Chatsie has been about more than just making a phone for older adults. We’re building an entire experience; one where the technology feels effortless, the support feels human, and the customer feels valued.
That’s why, from day one, we made a deliberate choice: our customer support would be phone-first.
Yes, we have live chat and email during business hours, but the heartbeat of our service is the same as it was decades ago; you pick up the phone, call us, and a real, kind, knowledgeable human answers. You can do this day or night.Â
Customer service today too often feels like the opposite of service. Endless menus. Chatbots that can’t understand the question. Emails that take days to get a reply. And when you finally reach a person, they’re reading from a script, not listening to you.
For older adults (and frankly, for all of us) that’s not just frustrating. It can be exhausting. Confusing. Even humiliating.
We’ve heard from too many people who gave up trying to resolve an issue because the process was so complex. And too often, the unspoken expectation is that the customer should adapt to the company’s systems, rather than the other way around.
We decided to flip that on its head.
For many older adults, a phone call is not just familiar - it’s trusted. It’s predictable, personal, and instantly clarifying. You can hear the tone of someone’s voice. You can explain your problem without second-guessing how to “phrase it” for an automated system.
Our customers don’t need to know the jargon. They don’t need to remember which submenu to click. They don’t need to adapt to us - we adapt to them.
When you’re not confident with technology, a 30-second misunderstanding can feel like a mile-wide gap. A real conversation closes that gap in seconds.
We hire and train our customer support team not just to solve problems, but to reassure. That means patience. It means listening before answering. It means giving people time, space, and clarity - never rushing them off the phone.
If you call Chatsie, you’re speaking to someone who understands the phone in your hand, the challenges you might be facing, and the fact that you’re a person, not a “case”.
In an era where even banks are shutting down branches and hiding behind online-only contact, it’s easy to assume that stripping back human contact is the “efficient” thing to do. But efficient for who?
We’ve chosen a different path - one that costs us more, but delivers more. Because every time a customer speaks to someone who genuinely listens and helps, it builds trust. And trust is the foundation of everything we do.
We believe older adults deserve technology that’s built around their needs, not technology that demands they change to fit it. That belief extends beyond the phone itself and into every interaction with us.
Phone-first support isn’t just a feature of Chatsie. It’s a statement about the kind of company we want to be: human, accessible, and always on the customer’s side.
Because for us, connection isn’t just about the device in your hand - it’s about knowing there’s a friendly, capable human on the other end of the line whenever you need them.
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