[robhawkes]

A lot of the reason why a phone number isn't used is because of the unpredictable and immediate nature that comes with that channel of communication. Not every company has enough people or time to be constantly distracted by phone calls. That plus society has taught us that a ringing phone must be answered if you're around or it is considered rude, whereas an email can be left for a while, digested, and replied to at a later point in time without being rude. More simply, I can answer many more emails, more accurately than the time it takes to handle an unknown, untriaged phone call that will likely require another call or email to followup the initial conversation anyway.

That being said. For those that need a phone number, this is a nice-looking service! :)

[niol1]

A phone call is by definition a conversation. With emails, you need many of them to create a conversation so you will probably not get the shit done with one email. With a phone call at the time you hang up, it's done.

[esw]

In my experience, most support calls are not conversations.