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Online support on the net which could be interactive takes a fraction of the cost of phone support. It is also much faster provided the server is not down.
Online Support--Phone support often seems to be formal and not too effective/ constructive in many cases.
Both have their own pro's & con's...Understandably if I am on the go and want immediate solution for my problem I will prefer to go for phone support & in case I am ready to spare some time and have patience in me can go for online support.
In my experience phone support although turns out to be more expensive than online support but the personal touch that goes along with it + ability to rectify / cross question any additional doubts that pop in while getting answers is something I will always prefer over online support...Unless the service is absolutely amazing like that of Amazon maybe...
Phone support is more effective even if it was a formal way, as when the customer hears your voice, if you are really a good customer service and you have a good way of dealing with any kind of customer, then the problem will be solved, also the follow up is very important.
Both are better, as customers wants the solution. If solution provided within TAT than service provider build a good relation with their customers. However phone support is much better as voice has some values.
