Going Backwards I hate to have to deal with talking with people on the phone. I know it sounds less personal but in dealing with tech support or something like this I prefer the email, messages, or online chat type of deal. I don't have to devote my entire time and attention to waiting on hold for them to research, look something up, etc. When I have a free moment I can answer or type another message.
If I had to companies I was making a decision about on who to use, the one with some sort of online tech support/customer service would easily be my choice.
Look at how our communications are evolving. It used to be all about the minutes on your cell phone. Now no one really cares about how many minutes they have. All because they don't talk on the phone! Charter is definitely taking a step backwards here. A huge one!