This isn’t about being self sufficient. This is simply about customers knowing how to contact the bank when they need to discuss something.
There will be no help pages to assist when it comes to a specific question about a transaction as in my case where it had to be escalated to a specialist. The reason I was looking at the help pages was to try and find out how to chat to them about this, not to look about an answer to my query.
Having a chat link at the bottom of articles also won’t really help here as in my case I won’t be looking at articles to try and find an answer as I know I’d need to talk to someone.