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Customer service via instant messenger?

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Customer service via instant messenger?

I notice a lot of websites now offer customer service chat for punters.

Would this not be a good thing for PN by speeding up (and ending) queries? Chatting to someone live (not voice but instant messenger type of thing) I'd imagine can get to a problem fairly quickly.

Not that I know the technical side of these things as I've not used 'chat' before on a website.

Just a thought.