Here we are in 2024, and the live chat is still awful for the most part.
Why is this? The main reason which defies all logic and common sense, the chat reps seem to be dealing with multiple customers at once, instead of just focusing on a single customer a a time. This causes HUGE delays in chat responses, which is very frustrating. And many times you just get a generic answer so they can buy more time, to get back to all the other customers they are dealing with. So something that should only take maybe 5 or 10 minutes of conversation tops, takes 2 or 3 times that long.
Whos "bright" idea was it, to have the live chat reps juggle multiple customers at once?
I will also add that we already have to wait in a que just to get a live chat agent who is already handling multiple customers at once. So why not just have us wait in the que to get a live chat agent that will only help one customer at a time, so the quality and speed of the responses is 10x better than it is now?
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