4 Why this is important… Disappointing Responses Customer: Are you still there? Agent: I apologize for any delay on my responses as I may be engaged in multiple chat sessions with different customers at a time. Platform Failures Customer Experience: First chat session failed, because the chat initiation page froze and the session never loaded. Tried reaching a sales agent repeatedly over 24 hours, but chat option didn’t function and was removed from the site. Flawed Writing Approaches Agent typed 24 emoticons, lols and exclamation marks in 20 short responses during a single chat session.