I'm wondering how important it is to have phone support, in addition to web-based support, such as live, and email support?

How handy is it, and, how does it effect business? Is it worth the cost?

From my experience as a customer, I may conclude that phone support is extremely important to settle pre-sales issues and emergency situations, this is when a toll-free phone number is a magic wand, as wel as live chat.
So, the best idea is to choose the companies with multiple forms of support like
Ahosting.biz with the ticket system, FAQ, community forum, Flash tutorials.
Wirenine.com with the ticket system, live chat, knowledge base, training videos, community forums.
A2hosting.com offers many types of support including email, phone, online knowledge base, and real-time chat.

I don't agree. Dedicated ticket support and live support is just as helpful and most of the time you get a faster response. Waiting on the phone for 20 mins to talk to someone who doesn't know what your problem is can be quite annoying!

Also you can pay a lot for tech support lines. Most ticket support and live support is free!

Regards

in my opinion it isnt really important

In my oppinion, phone support can really guide a customer to your hosting services. It sets you out from most of the other companies, giving the buyer a reason to go with you.

I think that if your running the company solo dont start a toll free number.. Use support like live chats, ticket systems, etc. It would be very hard to manage calls and having your clients be put on hold to just be told "I don't know".

Dear:
Atually, I Am Really Agree With Your Point As Mention Above.as Mention Abve, You Are Mention About Phone, So, Now, I 'd Like Recommend Our Softphone For You. It Can Save Your Money A Lot. As You Know, Voip Industry Become More And More Important In The World Right Now, That Is A Trend. You Can Make The Phone Through T Internet, The And Within The Mumbers, The Whole World Can Make The Free Video Phone, Is That Atrract You Ao Much , Don't Hesitate! Contact Us !
Msn:youngladylaing@hotmail.com

When you have a serious issue you want to speak to someone.
I think phone support is very important.
Having a voice at the other end of the will be more reassuring.

I completely agree with Brinks. Phone Support is a must! Why anyone would cop out of it is completely beyond me.

If you are worried about the cost of providing phone support then get a "revenue-share" National Rate Number! They are readily available in the UK so I'm guessing the US is no different.