They perfer the ones they use. There is no mass customer that has a single preference. Channel might coorelate to age.

I pretty much expect to use the phone. I won't use email. I won't use the web. If I get stuck using the web and I can't find the phone number, I give up and stop using your software. But, that's me and I'm old.

Support is not just about information. Sometimes I need a rep to calm me down, so I can find the answer myself. Most of the time a rep cannot help me. If a rep can't help, I can count on the other info sources can't help either. An online forum is second to phone. The others are last or pointless.

David.

I don't chat. But, I do know that younger people prefer it over email.

David Locke