Some people are way to shy to use Phone Support.
You can count me in.
Add to that not being a native English speaker and you get the picture.
As a customer I like to be able to contact the host 24/7, but not necesarily live (someone has to be there and get back to me fast though). I also like forums and since support forums are forums, I will use them. Email is OK too, as long as it's answered properly. I'm not a big fan of ticket systems, but i recognise their value in keeping things ordered. I would use one if asked.
For serious issues I would say email is my no. 1 choice. Second would be IM.