From a customer point of view, I'll go for the phone call if phone is available on the website. Why ? Because it's much faster.
A simple example is to change a flight, I could do it by email but then if I call I have the immediate confirmation that my flight has been changed, that I have a correct seat and a confirmation by email (yeah I know those kind of stuff should be doable directly from the airlines website but Singapore Airlines and Malaysia Airlines do not offer that for some of my flights). Of course those call center are in Asia, so staffing is not an issue.. Western company take so much time to deal with. Air France took 2-3 days to change a detail on a flight. Valve took 5 days to tell me that cross country checkout is disabled. It would have taken only 5 minutes on the phone.
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From a customer point of view, I'll go for the phone call if phone is available on the website. Why ? Because it's much faster. A simple example is to change a flight, I could do it by email but then if I call I have the immediate confirmation that my flight has been changed, that I have a correct seat and a confirmation by email (yeah I know those kind of stuff should be doable directly from the airlines website but Singapore Airlines and Malaysia Airlines do not offer that for some of my flights). Of course those call center are in Asia, so staffing is not an issue.. Western company take so much time to deal with. Air France took 2-3 days to change a detail on a flight. Valve took 5 days to tell me that cross country checkout is disabled. It would have taken only 5 minutes on the phone.
And let's not talk about banks...