I always use the chat, so it doesnt make much of a difference to me, but XPS chat closes at midnight, which kinda sucks. Dunno about regular support, but I think they open 24/7.
I like chat because I can always pull up my previous chat if they try to bust out the he said she said but huh? type thing
IMO, "kuhmaralandadontknowhowtosaythisname" aint so bad when hes typing :P