Very bitter and to the point. I regularly wonder, do the people who want features like these installed — feedback form, "support chat" windows of various degrees of fakeness, subscription offer popups jumping in your face, and other absolutely baffling obstacles — really use their own web sites? Have they ever had to?
I used the chat solution of my broadband provider just a couple of weeks ago and it was a really good experience.
Also, as a former support technician I far prefer text from both sides of the table.