Originally Posted by
exerda
I was thinking: "Wait, didn't we have 'Ask Alex' way back at the merger?"
I have had reasonable luck with Twitter DMs and response time, but if this offers more real-time responses when available, it could be an improvement. I still prefer calling the 1K desk, but that's not always an option.
Around 15 years ago chat was "the thing" in the call service industry, but everybody soon found out is was really expensive and many dropped it. Problem is there is a long turn around around between replies. Even with agents handling a few concurrent chats it still slow compared to voice.
Email and twitter and much better from a cost perspective