Phone support can be tricky. We used to offer telephone support but quickly found that we were bombarded with phone calls, which killed our productivity, as such we removed phone support.

Thing is, a lot of customers don't like calling a support line and getting voice mail. However, I find this to be a great solution. It allows you to screen the calls and call the customer back if it's something that falls under your support guidelines.

A lot of customers want a phone number to call, but don't realize that, in all honesty, some of their questions have no relation to the support you offer, no relation to your services/products, and sometimes (as blunt as it sounds) are just stupid questions that could have been handled through email. What they also don't realize is that when you have to handle calls like that, you're not doing what you need to be doing to keep their service at a top level, because you've become far too busy answering the phone to answer questions like..."What FTP/email/etc program should I use?"