I can pas this on. We are currently looking at all parts of the app and the service section will be high up the list.
Can I just ask what the difference is between this and sending an email?
Chat, at least as it is set up at the moment, is designed as synchronous (otherwise it is just a ticketing system, not a chat IMHO), but I guess it should be possible to leave a message as long as it is clear that you shouldn’t hold on for an answer.
Is there a system in use already by another site (not just fintech) that you think does this right?
(please remember we are a small organisation, and UK-only, so we can’t replicate Amazon et al, but that’s not to say that someone else hasn’t come up with a more creative solution already )