With Customer Service, Email is #1

Charlie Gaffney's article in CIO Today talks about the measures that companies must take to survive in this economic climate. One of the most cost-effective ways that companies can save money is to use email. He claims that email has now surpassed telephone service and its a valuable tool to reach the customer. What do you think? Should customer service be more, if not all email driven? We'd like to hear your thoughts.