Originally Posted by
cedric
Yup, and sending a message and waiting for a response is a heck of a lot more convenient than waiting on hold or waiting hours for a callback.
Sending a message that you have no idea anyone has received or is actioning? That doesn't give me a lot of comfort and since I'm a SE I don't generally wait on hold, can't think of the last time it was more than 30 seconds after fighting my way through the IVR that I was talking to an agent and telling them what I needed them to do.