Summarized...
As for Shortstack, the two main reasons we said “No” to phone support:
1. Cost: As ShortStack grew and our budget was less shoestring, phone support was still not a viable option because it would have required either doubling our staff, or outsourcing to a call center. Both options were extremely costly and, in our experience, call centers don’t offer the same attention to detail that in-house staff can do. Online support allows us to be hands-on with our support, without having to staff way up.
2. Frustration for users and staff: At some point, nearly everyone has called a company’s phone support line. Was the experience awesome? For most people, phone support experiences have been the exact opposite.