At the moment, some transport modes, such as rail, are not yet fully integrated into the travel ecosystem. Travellers don't always know there is a potential train service for their particular journey, because it's just not visible at that particular point of the travel selection process. Rail operators need to make their information available and connect themselves with other transport modes in order to provide the customer with genuine choice.
Perhaps I am the worst sort of reactionary, but I don't like doing business over the telephone, and I absolutely detest doing it via a grainy web image. I used to have a WebEx account, but for the amount I used it, it was probably more expensive per minute than a handful of sat phones. For me, it is about meeting people, shaking hands, and getting to know them.