Email is our optimal communication medium for a number of reasons:
1)We sell worldwide, and time zone differences alone would create significant phone tag issues.
2)Email allows us to clearly track and document all details.
3)We actually used to offer phone support, but found that while most questions could be answered in less than 3 minutes, most customers were happy to continue talking on more social topics...which put our phone reps in the akward scenario of trying to end the call to answer other calls without being rude. Thus, a customer rep could answer on average 10x the number of enquiries by email as they could by phone.