I’m getting to the point where I won’t use the in-app customer service chat functionality any longer for the following reason:
- the sessions seem to get cut off as soon as there’s a break in internet connectectivity (e.g. wifi or mobile data signal drops out). The chat remains on my screen, but I then get a message saying that I’m back waiting in a queue. When an operator returns, they have no visibility on the chat that was still in progress and I have to start all over again. This is completely infuriating and seems like the functionality has no back-end integration with my details so that the operator (same or different) can access what was happening previously.
- the chat operators can’t identify me from the chat that I’m accessing via the app. this means that I have to separately identify myself which doesn’t seem to make any sense. Why can’t you see who I am, and my accounts when I use the chat function from the app?
for now, my solution is just to use the phone support, allowing me to talk directly to someone.