@noahlovell No because if I’m simply switching form one support platform to another, it doesn’t change the amount of issues and inquiries that one platform (chat) is unable to handle there and then that the other platform (email) can. Also, all requests going to chat or phone calls will just make it so users are even more frustrated when the Chat option is not available or when a phone call that is expected to take place in the “3 mins” time frame indicated takes over an hour to happen.
Email allows the team to take their time to respond and respond with the proper resolution whereas chat and phone support will not be able to do that for experience users like myself that know we’re simply going to be getting the same old “… we will have to escalate this …” which wastes my time and that representative’s.