Once again, Seth's on the money.
If you can get a prospective or current customer to talk with you, it's many times better than an e-mail, post, etc. Why? because you have a grand chance to gather information, exceed their expectations and get their permission to keep talking with them.
Getting Backwards
Many companies have decided to use the web and automated phone systems to decrease their costs. What an incredibly stupid idea.
How many clicks is it from your company's website to your phone number? At Sprint: Welcome to the Sprint Customer Center, the phone number is four clicks down.
Then, once you call them, you have to go through dozens of hoops and presses and pound signs before you reach a human.
Isn't having your customers and prospects talk to you a profit center, not a cost?
Isn't the best outcome of a visit to your website a phone call?
If it's not, how can you change things so it is?