So when did having a agent/customer service representative in the chat feature having more than one conversation going at a time. You wouldn't do that in a call center so why is it being done in a Chat forum? They are both the same.
They are NOT both the same. If someone calls you, do you constantly switch between multiple people? Of course not. You give them your undivided attention, not give several people lots of dead air alternating between calls. If several people are texting you, it's much easier to respond.
I agree Verizon chat support is severely lacking, but to say voice and text are the same just isn't.