Most consumers do not want to pick up the phone these days. I do not trust that an inbound phone number isn't just a spam call. I get concerned that the number I get when I google "schwab support line" will turn out to be a fake line setup on a good looking website designed to harvest personal details.

I strongly suspect that the SaaS/consumer trend of having fewer human interactions will continue. The necessary caveat of this is that many firms will have less developed procedures for managing interesting situations.