These days a lot of major companies are doing away with over the phone and e-mail support and going strictly chat based. For example Sprit airlines. You cannot call or email them, only chat. Now I am aware of benefits this has such as lower costs to consumers, shorter queues and the ability to talk to multiple people at once. But is doing away with the ability to talk to a person if needed really the answer?

What about those without smartphones or computers? Or the elderly? And now with companies going completely chat it can take the same amount of time to get connected to a live chat rep which can be 30 minutes or hours. Combine that with being disconnected from chat every time you timeout or switch browsers and it’s an absolute nightmare at times.

I just wanna know your opinions on it. love it? Hate it?