Re: " I actually don't know anyone who likes calling businesses...
I do not agree. You just have an experience bias. There is no reason for the rules of customer service/support to be different between phone and text chat support. However, it is true that most people who would contact customer service/support would like to use phone support, and to balance out costs, companies will field phone support from your native country (e.g.: the US) during business days and business hours. During weekends, that becomes too expensive, so they will close that off and use foreign call centers and text chat.
Naturally, it's cheaper to let someone who doesn't speak English well to text chat, instead of train them. In other words, it's better for the customers too, since they can understand support better.
And, customer support that has higher degree of responsibility (and power) isn't going to work on weekends, as again, it's too expensive. So, what happens is that chat support is often less useful versus voice (phone) support. But at least you can understand what the person on the other end is saying?
Unless you're AT&T or Verizon. In which case, you'd usually foggedaboutit.