The elephant in the room with regards to support is that THERE IS NOT A SINGLE WAY TO PROVIDE SUPPORT THAT DOES NOT HAVE DRAWBACKS.
Take on-site visits. Tech shows up. Problem is intermittent and doesn't occur while the tech is there. Tech's time is wasted. User's time is wasted. No one is happy. Or tech shows up to find that user doesn't have database/network/etc. rights and there is nothing tech can do. Techs have to take extra steps to document what was going on during the visit.
Take phone calls. Hold times. Bad accents. VOIP over spotty networks. The phone call doesn't exist unless the tech properly logs it with an accurate description of the call.
Take email. You've got most of the defects mentioned in TFA that apply to chat combined with a gap between messages that could span days or even weeks.
The closest thing to a solution is TO PICK THE METHOD THAT WORKS BEST FOR A GIVEN SITUATION.
Depending on the environment, some of the defects mentioned above might be a deal breaker. Which defects are the most critical will vary depending on what sort of support is being offered. Moreover, each of the methods above also have different advantages.
Take chat, since the TFA was about chat. Many vertical software vendors are starting to build chat into their apps in a way that is an incredible aid to support teams. If a user can click the chat button and drag a problem record to the chat window, the support analyst now has access to a wealth of information that would take eons to get a user to properly describe over the phone or through email. More sophisticated tools might include a way for the analyst to access a log of actions the user took last to see what sequence of events triggered the problem or a way for the analyst to share the application screen of the user.
But, of course, there will still be times when a 60 second phone call can hash out something that would take 10 minutes in a chat session or trading 15 or 20 emails. It all depends on what kind of support is needed and the people on either end of the communications link.