I do not care about support via Text. Web-based chat on the other hand is awesome and I use it everywhere it is available. I often need support during working hours and using web chat means I do not have to yak over the phone about my problems and disturb co-workers around me. Oftentimes I need to type something into the computer and it is much more convenient to Alt-Tab between things and copy paste something instead of typing by one hand (yes, I know head set would solve the problem).