Add chat to FamilySearch support
I suggest adding a chat feature to your support system. Many online entities have a chat popup as part of their customer support, in addition to phone support.
I think chat offers a lot of advantages:
It is real-time, but in a relaxed way. It allows time to understand a request and give a considered response.
It helps people whose first language is not English. It is often easier to comprehend what you read than what you hear.
It provides a needed avenue for the Deaf to obtain support. For example, if a Deaf person needs help with password restoration, email is not a very good option. They currently need to have a hearing person call, and interpret the conversation for them. Chat would remove this requirement.