Originally posted by sanjiv
I believe the existence of emergency phone support should be made available. Put a clause in your TOS that customers are only to use phone support to report network or server outages, and that abuse will lead to <insert punishment here>.
Good tip! I have a 800# but don't make it prominent anywhere; it's hidden in my pages because I think customers will start calling daily just to say hello as they already do with eMail.
As we are virtual eBusinesses, I belive in providing priority eSupport and live chat help. It's less time consuming than the phone and I can give better, more detailed, & faster support via eMail than phone.