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Originally Posted by jalves
More like annoying. If I wanted a live chat, I'd have called.
Many folks would prefer to stay within their channel of choice. Why not offer folks who are online, the ability to service online. Moving from digital to phone is not what many want to do. Sure, some are stuck with wanting to call, but lot's want to continue browsing, or whatever else they were doing, while getting the help they need. The digital servicing option is a plus, providing the chat agents are empowered to service customer needs.