[_nivlac_]

Eh, in my experience, I generally disagree. Why wait for an email response when you can get an answer then and there? Also, outside of online retail shopping, I've found live chat very useful.

Sure, get rid of the intrusive popups and chatbots which don't help. But keep the live chat. It's valuable to the customer.

[tjpnz]

How can I tell whether it's a human I'll be talking to or a bot? I've had enough of my time wasted that I'm no longer prepared to bother.

[brookst]

Fortunately we’re getting more bots so you’re much less likely to waste your time with a human these days.

[aendruk]

In my experience the realtime chat agents appear pressured to clear issues immediately at the expense of correctness. Sending an async message gives the respondent time to research things or ask for help instead of making up answers on the fly.