Personally, I rather like the LiveChat although the quality of help I receive is variable. In some cases, the web agent offered to do the ticketing right there, in other cases, I was told to call.

But given it's possible to work on multiple chat sessions at once, while it's almost impossible to work on multiple phone calls simulatenously, you can see the advantage. On top of that, a computerized chat system is cheaper to operate than a call center. No LD or -800 charges.