ADA: “Effective communication” is required
The ADA requires businesses that serve the public to communicate effectively with people who have hearing, speech, or vision disabilities. The DOJ notes that the nationwide Telecommunications Relay Service (TRS), reachable by dialing 7‑1‑1, lets people who use TTY/text connect with standard voice telephones.
ADA.gov — Effective Communication Guidance (link).
Design for choice: at least two contact channels
Multiple support channels reduce friction for international and diverse audiences. NN/g recommends providing at least two clear options—typically email and phone—to increase trust and task success.
Nielsen Norman Group — Support for International Purchasers (link).
Why this matters for Shopify revenue
When customers can pick up the phone—directly or via relay—anxiety drops and conversions rise, especially for urgent or complex questions (shipping, returns, product fit).
How Callfy helps
Callfy gives you a real phone number, answers 24/7 in 50+ languages, and works with callers who use relay—so everyone can reach you without waiting for an email reply. Setup takes ~2 minutes and includes a 14‑day free trial.