2 ms·

Most people don't realize that the online chat functions for a lot of customer service sites show every character you type, not when you hit 'enter' or 'send'.

• bambax 4y ago
  Didn't know that. Is this really true? What would be the point of it? When chatting with a customer support it's quite apparent the csr is involved in many chats at once; wouldn't it be quite taxing for them to have to monitor not just the responses but every keystroke of the people they interact with?
  • bena 4y ago
    You could passively record without having to force the CSR to engage. You could also then use that text to help prompt the CSR.
  • permo-w 4y ago
    the way they justify it is to give faster responses. I suspect that is part of it, but another part of it is to weed out time-wasters and liars