[soci]

I like to contact with DM when I have an issue with something product/service I bought. I want someone to be there and I actually like when a real person answers and I get my problem fixes straight away.

However, I think there are many DM services out there. The pain for the company is then the cost associated to have someone there 24/7.

When I had a DM system setup for my own company it was a pain in the ass to stop whatever I was doing to answer my clients in real time. I wanted to help them, but it was a distraction.