Many companies and organizations still list TTY numbers or recommend relay services as the primary way for deaf or hard-of-hearing customers to communicate. These tools were groundbreaking decades ago – but that time has passed.
Today, continuing to rely on outdated methods doesn’t just frustrate customers – it damages your brand, weakens your support experience, and hurts your bottom line.
As a deaf customer and a B2B accessibility consultant, I’ve experienced firsthand how outdated systems push people away.
This isn’t just an inconvenience. It’s a barrier – and it tells customers:
“We haven’t updated our systems – and you’re not worth the effort.”
Let’s put this in perspective:
- Telling a deaf person to “just call” is like telling a wheelchair user to take the stairs.
- Telling them to use TTY is like asking hearing people to use a rotary phone.
- Telling them to rely on relay is like telling wheelchair users to be carried over stairs by someone else.
Offering direct, real-time communication through text or video is the equivalent of providing ramps and elevators – equal access built into the system.
When companies ignore this, it becomes a clear case of performative accessibility – solutions that meet minimal legal requirements but fail to provide meaningful access.
Disadvantages of TTY and relay
Yes, TTY and relay services are ADA-compliant. But that doesn’t make them effective – or relevant – for today’s users.
- TTY requires landlines, outdated equipment, and compatible devices on both ends. (See the photo above: a bulky typewriter with acoustic cups to hold a rotary phone.) Most deaf people – myself included – haven’t used one in over 15 years.
- Relay involves a third-party operator relaying between a deaf person and a hearing agent. That raises privacy concerns, often causes technical and usability issues, and frustrates both customers and staff – especially when frontline employees don’t understand the process.
And relay isn’t one-size-fits-all:
- IP Relay for people who type/read but don’t sign
- Video Relay (VRS) for sign language users
- Captioned Telephone for people who speak but rely on captions
These services still help some users – but they’re far from universal and increasingly out of step with modern communication habits.
Relay fraud
Some TRS (telecommunications relay service) providers have committed fraud, including a VRS provider and an IP relay provider, as detailed in DOJ articles about each case. These incidents led to trust issues and the shutdown of some TRS services. Today, only one IP relay service provider remains.
That’s why businesses can’t stop at compliance – they must offer modern communication options that people actually want to use.
The global barrier
To make matters worse, TTY and relay don’t work with foreign numbers and often block U.S. numbers abroad. For deaf travelers, remote workers, or expats trying to reach banks, airlines, insurance companies, or U.S. embassies, this can leave them with no way to get help.
Deaf customers who encounter these barriers often give up – or struggle through a frustrating, time-consuming process.
For businesses, that translates to:
- Avoidable customer churn
- Lost loyalty
- Negative brand perception
Barriers before the conversation even starts
Many deaf people today don’t even know what relay services are – or how to use them. Those who do often find the process inconvenient or frustrating. Setting up a relay account may require filling out forms, proving eligibility, and learning how to use those systems.
For people who just want to solve a simple issue, it becomes a barrier before the conversation even begins.
Meanwhile, tools like email, real time text messaging, and video platforms with auto captions and text chat require:
- No special registration
- No disability disclosure
- No third-party operators
They work for everyone – not just deaf people – and they’re readily available on any device. That’s what real inclusion looks like.
And these tools don’t just benefit deaf and hard-of-hearing customers.
Direct, real-time text and video options help a wide range of people – those in noisy or quiet environments, non-native English speakers, people with speech or anxiety-related disabilities, or anyone who simply prefers not to talk on the phone.
Good accessibility is good service – for everyone.
These aren’t “nice to haves” – they’re customer service essentials in 2025.
Better alternatives already exist – and smart companies are adopting them
You don’t have to eliminate TTY or relay. Some people still rely on them. But relying on legacy tools alone isn’t enough.
Businesses that want to lead on accessibility – and win customer loyalty – need to offer modern, flexible options:
- Live text chat with trained agents who can fully resolve issues – without redirecting to a phone call. One chat = one customer at a time.
- Secure messaging apps such as SMS, WhatsApp, iMessage, or Signal. These should be treated with the same urgency as phone calls — not as secondary queues or delayed-response channels.
- Video platforms (e.g., Zoom) with auto captions and chat. These let people lipread, speak, type, or sign – depending on their needs. Ideal for complex issues that don’t require showing up in person.
- Email for asynchronous written communication – especially useful for detailed inquiries or documentation that may lead to long chat delays while agents investigate.
Texting has been around for more than 30 years and is widely used by both deaf and hearing people.
While more businesses are starting to support it, too few treat direct text as equivalent to voice calls or offer it as a standard option for those who can’t or prefer not to speak. And even when texting is available, it’s often used ineffectively — as explained in the next section.
But it’s not just about offering modern tools – it’s about how they’re implemented.
Some companies offer direct text chat or messaging via WhatsApp or Apple iMessage, but the experience is often flawed:
- Agents may juggle multiple chats at once (something they wouldn’t do on a phone call)
- Replies may be slow or inconsistent
- Issues often go unresolved – leading deaf customers to be told to “just call” anyway
Likewise, video platforms like Zoom may technically be available, but auto captions and text chat are frequently disabled, often citing “security” concerns. This renders the call inaccessible to the very people who rely on those features.
These decisions suggest a deeper issue – a misunderstanding of what true accessibility and security actually mean.
But what about security?
Some organizations hesitate to adopt modern tools, arguing that text-based and video platforms are “less secure” than voice calls. But that argument doesn’t hold up.
If organizations are concerned about security, how is routing conversations through third-party relay operators any better? Many deaf users feel uneasy knowing a stranger is involved in every interaction.
In contrast, direct text messaging and video systems – with proper encryption, authentication, and audit trails – can be just as secure as voice calls, if not more.
Security should enhance accessibility – not be used to block it.
What’s at stake
If your customer service depends only on voice calls, here’s what you can risk:
- Losing deaf and hard-of-hearing customers to competitors
- Missing out on word-of-mouth referrals in disability communities
- Damaging your brand’s reputation among all consumers who value inclusion
Ask yourself:
- Are we building something people can actually use – or just checking a compliance box?
- Would hearing customers accept this level of service?
- Have we consulted with disabled people – or made assumptions about what they need?
What businesses should do next
It’s time to modernize – not by removing legacy systems, but by expanding your communication channels to reflect the real-world preferences of deaf customers:
- Stop relying solely on phone-based access
- Add modern, accessible communication tools
- Train your staff to understand and support both old and new tools
- Work with disabled consultants (like me!) to design inclusive, customer-first strategies
This article just scratches the surface. There’s nuance in how each tool works, who it benefits, and when it should be offered. You can’t just slap on a chat feature and call it done.
Make accessibility your competitive edge.
In my 2.5-hour consulting session, I walk through:
- Real-world examples of what works (and what doesn’t)
- Common mistakes companies make
- How to implement smarter, sustainable communication access
Don’t wait for a crisis to force the change. Make it now — and lead by example.
Be the brand people trust and recommend.
👉 Let’s build real access. Contact me to start the conversation.
