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> Instead of making my over-the-phone business more confident, it just eliminates the phone as an option.

Sounds great!

It sounds great to have to go in to the branch office to conduct banking business that can't be handled on the website?

It sounds great to not have to conduct any sort of business over the phone.

Well, quite possibly! What is the set of things you can't handle on the website, but are comfortable doing over the phone?