E-mail only support is a technique used by some companies. The only way that their customers can contact them is through e-mail, no other platform exists.
E-mail only support has its drawbacks as the customers cannot track the status of their complaint and have no access to the Help Center. This way the customers may have negative feedback about the company, and passing the word on, would spoil the reputation of the company. The company might even lose its customers, as a matter of fact.
Via e-mail, the customers may not also get response as quick as they need it.
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