Some people prefer automation. Shiny systems with easy-to-understand (read: higher) fees. Where "press 2 to continue in English" is just fine.
But our clients are in the business of people. Their customers are real people, and they like dealing with real people on their team. So that’s us, real people supporting other real people in real businesses. Restaurant groups, arcades, doctors and mechanics. They want to speak to a someone who knows their company and can take care of their needs quickly. Who will monitor their account and protect it like their own. Who will never, ever increase their rates. Who are accountable to them.