I think the instant feedback is the most important thing for me. If I want to convey something that is a bit important for me, I need to get it done and move on to something else. I can tick off that item in my mental checklist immediately. With an email or chat, there is a delay. And there is no guarantee of feedback. I need to switch to another task knowing that this one isn't done yet.
I can understand this for some things; for others, the phone is an interface to an email. Can you give an example?
"We'll send a service technician to you as soon as we can!"
-> Effectively an email/form that I myself could have sent
"I updated your account with this new information."
-> Effectively an email/form that I myself could have sent
"What does the error message say?"
-> Better conveyed through email/chat
If you feel like your requests are being ignored over non-phone mediums, then that sounds like a failure of the organization and not email/text/chat as a medium, at least that's how I see it.
