My company only communicates through web/email. We used to take phonecalls, but you get people who have nothing better to do than tie up a customer service rep ALL DAY and then the next day THEY CALL AGAIN.
The vast majority of people can't be concise and are so ignorant of their own lack of knowledge that it can take several days of conversations to even determine what their actual question is. We get between 200 and 500 inquiries a day. If we did it by phone we'd need 25+ operators. As it is, we have two guys who can keep up by email. Having fewer people doing customer service also cuts down on inconsistencies and errors - its hard to find good help these days, let alone 25+ qualified subject matter experts.
