I have such a love hate relationship with Amazon, from customer service issues, missing packages and yet I am still a prime customer. I do love the chat feature, I like the ability to speak to them in my own time and not the confinement of office hours.Do you think the speed of the website is more of an internet connection or the website itself? more specifically the content will upload and download with a different layout depending on the device, such as tablets, phone and PC. I personally have trouble locating certain features on Amazon for example, when I want to speak to a live agent I notice the customer service telephone number is not noticeably displayed. I have to go search for it, could this be intentional? I have notice with other website over time as we cross over into the digital age they do not offer as many live agent options. They will however encourage there chat feature. Shouldn't customers decide how they would like to communicate? As mentioned in your post, listening to customer will help them address customer concerns more effectively and not be so rigid.

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