The key difference between phone and email support is the expectations of the customer, not the underlying technology. When I send an email to support, I don't

The key difference between phone and email support is the expectations of the customer, not the underlying technology. When I send an email to support, I don't expect an answer for at least a few hours. When I call, I expect to get my issue resolved before hanging up. I may wait on hold for 30m, but I am going to resolve the problem before I get off the phone. I don't believe this is due to technological limitations of email. I have had conversations via email that are essentially realtime chats. I think the real issue is that passive support simply gets a lot more support requests than non-passive support. Offering SMS sadly wouldn't resolve this, it would just be another support medium that gets flooded like email. NOTE - By passive support I mean anything where you send a message and just wait for a response. Non-passive support would be something like a phone call where you wait on hold for someone to be available.