More and more sites are going to a "live chat or phone" only support format.
I was just on the PSN with a minor issue about my account. When I opened the chat it said there were 130 customers ahead of me in the queue.
My issue is not important so I just left.
Others, of course, will have important issues and may not have the time to wait.
What do you think of this practice?
Is it a way to weed out the unimportant (like my PSN issue) or do you think they are hoping a lot of people won't want to wait and will look elsewhere for help?
I would be very interested to see the numbers from a big site like PSN or Hostgator.
Do you have any plans to test this on your sites?
I think I might...