I have provided phone support but not published the number. I have offered it when a client requests it. I would prefer to offer phone 24/7 but at the moment it wont happen.

I agree that the ticket system is most effective so you can post errors in and keep a log of tickets and browse through the history. I agree 100% that it needs to be maintained by the minimum response time.

Livechat has also been a great tool for us sales and support wise. Sometimes trouble tickets do not cut it when someone asks a question and you need to wait a few minutes between replies. Somethings are far easier in a chat session.

I believe that all methods does provide a wider net to gain clients as some just love the phone and a company needs to cater to their needs also.