I really like their chat feature, I wish more businesses had this rather than needing to call.
I’m usually at work so being on hold for 30+ minutes isn’t good at all. I’d much rather fire off a quick message, do a couple of hours worth of work and then respond a later. It all gets logged too which is especially useful if it’s a complaint.
I can see how chats get dragged out too judging by the vague topics created on here.
If your initial message is “I haven’t been paid” or “I can’t log in” then it clearly isn’t anywhere near enough information for them to be able to help so it’s expected that there are going to be lots of followup questions.