Originally Posted by Zorak

It's the same team, isn't it? Just reduced down to a single communications channel?

Anyway I have mostly had pretty good results, but even when Twitter DM was still a thing, it seemed like average agent quality had gone downhill in the last year or so.

I'd still prefer using Twitter for the ability to switch between devices mid-conversation, and ease of use on a smartphone (scroll back a page in the thread for more pros/cons discussion), but the website chat is a passable alternative.