Ahh we get those chats every day. How about both?
- Daniel :)
As long as im not holding for hours I take the phone as i can explain myself better
For me it depends on the amount of money the client is spending. If they are spending what you deem to be a lot of money on a certain service. Lets say total website design for example. Then simply put yourself in the customers place. I would want a phone call, it gives the impression of a higher quality of service, its more personal.
On the other hand if your selling product or service that is relativley cheap, then you should be able to function quite well with just the online support. Eventually if you continue to grow you will end up using both system anyway.
The main downside to online text based support is the need to be 'online' as much as possible. Atleast with phone calls you can just keep your mobile handy.