Originally Posted by Wavy IT
That's true, maybe I should've worded that differently. It doesn't mean they give reliable support - the actual experience and support will determine that.
I agree with this: it's extra tool in your arsenal to show that you're serious about support, and it can help with sales-related questions too.
What I don't like is a bot masquerading as 'live chat'. While bots are fine, they should make it clear that you're going to be through a multiple-choice 'choose your own adventure' game - and not getting a direct answer to (most) complex questions.
I just had an experience of this and left the company's site (never to return!
), and I'm still sour about it...