re: Poker & Hmmm
It is just much easier to do live chat tech support for a number of reasons. An online tech can be talking to like 10 people(maybe more) at once and helping them all with their problems, whereas a phone support person can only be helping one person at a time. So it is more efficient for it to be chat support.
Then when you factor in language barriers(not meaning to sound racist), but for someone to talk to another person and they can't understand them, going both ways, information tends to become mixed up. This could be an American talking to someone from India
and not understanding each other, or an Australian talking to someone from Ireland
and not understanding each other. When you put everything into text, it is easier to figure out(or put through an online translator).