Telegram Chat
Pros of Telegram Chat:

Cons:

Forums with Topic Categories

Based on premise, "If you have experienced the problem, then so have others"

Pros

Historic progress on targeted issue
Ability to open the question up to the world of users and wider experiences/use-cases.
Multiple experts/ advise from all time zones and languages
Easy to find on-topic solutions
Easy to create a new topic/question.
Builds community
Enables the customer to 'find' the answer instead of 'asking'

Cons: