Business Instant Messenger Why Can't I Connect To Businesses Using Instant Messenger Software?

Why can't I connect to businesses using instant messenger software? - business instant messenger

Why can "appeal" made by local companies using Yahoo Messenger or AIM, but as a single phone call?

Both support voice and text and are completely free. But I have never seen a company to advertise your IM account.

These services are not mature enough to deal with these types of calls?