Yes, that's very true.

I know quite a few hosts who offer about ten different support
methods, yet the clients always pick either on-line chat via AIM,
MSN, ICQ, YIM, Jabber or some other client. Then they go for
e-mail and then for Help Desk.

A lot of clients also only choose a company if they offer on-line
chat support via some on-line medium, since they feel more
"secure" than without it.