In a professional context I would avoid both. I don’t want to join chat servers for various SaaS I pay for where I just want a simple support question answered.

In a professional context I would avoid both. I don’t want to join chat servers for various SaaS I pay for where I just want a simple support question answered. At least with a forum, the questions and answers are indexed so I might find exactly what I want without having to reach out to support. I’m not a community member, I’m a paying customer.