If a company has a live chat service I will always use it in preference to phoning the company to try and get customer support. I find it is is quicker to get in contact with someone and I find that it is generally quicker to get a problem resolved using live chat. This is despite the fact that the actually chat responses can be slow coming and the support reps are almost certainly multitasking multiple customer queries. I suspect that companies put a higher level of support staff on their live chat lines than on their phone lines because of the savings associated with multiplexing.
An added bonus of live chat is that you can keep a transcript of the conversation. Many companies will actually email a transcript but you can usually screen capture it yourself. This can be handy if ever you need to refer back to it.