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Kind of from a different point of view but at my old job (Escrow.com) we took our chat widget seriously (powered by Olark). Most of our direct support communication occurred at least initially through the widget (moving to email for ongoing issues) and from time to time the CEO has been known to man it. As an engineer I regularly walked over to the other side of the floor and helped support with technical issues so I know first hand that we regularly solved people's problems.

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