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Here's a little news blurb that I got from M & C Tech:

WASHINGTON, DC, United States (UPI) -- Though it`s long been thought that customer service by means of online text chat is too expensive and inefficient to deploy, it`s starting to become a useful business tool, according to new research.

Zachary McGeary, associate analyst for Jupiter Research, notes in his recent report, 'Customer Service Through Text Chat: Balancing Availability and Value for Customers,' that from 2001 to 2005, not only did the amount of users who made use of text chat when available rise, but the amount of text-chat users who were satisfied with it went from 45 percent in 2001 to 58 percent last year....

McGeary noted that businesses can use text chat in conjunction with the business intelligence they already have, such as what a customer has previously purchased, to create a better interactivity between the company and customer."

I still prefer to talk to someone...