Have a e-mail support functionality for Home Services like Mobility Services.
For simple changes that need to be done e-mail is a very simple way to put your request in and have a Telus Rep make those changes. Even e-mail back asking to confirm the changes before they are done.
Also for those people that are able to troubleshoot their issues and can provide all the evidence for Telus to be able to investigate a issue, it will save having to wait on the phone vs chat.
Being in a Support related Job myself, I tend to tell my endusers to put in e-mail tickets with as much information as possible so I can investigate myself without having to tie myself and them up on the phone when they are trying to compete with every other department trying to call the same helpdesk number.
I understand the need for a phone/chat if your services require to be immediately looked at, but for most other problems communicating back and forth via e-mail would be a more efficient use of each others time (Telus and the client). If a phone call needs to happen it can be organized via e-mail.