A guest using our app encounters an issue with a booking. They tap the Help tab in the iOS app. Faced with support options, they see a Contact us “Via Chat” button and a list of phone numbers for support. Concerned about the urgency, the guest opts to call the support line directly. This is common as many guests perceive calling as the fastest way to resolve time-sensitive problems or complex queries. In the current app design, the phone contact is as prominent as the chat option, leading users to resort to calls even for issues that could be handled via chat.