This is something more companies need to realize: Yes, you should be easily and quickly reachable by phone so that when (not if) things go wrong, I can get good service and resolve it quickly.

But if I'm calling you, you have most likely already failed. If I'm calling for information, your documentation has failed to make that information accessible (it either wasn't documented, or not easy enough to find). If I'm calling to resolve an issue (technical or billing), it would have been a lot better if it didn't happen in the first place.