Bring Back Customer Support Via Email

[linia]

Hi There,

Recently, Shopify has moved to having customer support solely through chat. 

This is frustrating because many of our questions and needs are non-urgent, and chat HAS to solve the issue right then and there in front of us.

With chat support, we have to wait at our computers to get connected, have to wait while we get past the bot for a live agent, have to wait in the queue for an agent, have to wait while the agent reads through our chat, have to wait to restate our question repeatedly. We have to wait while our case it investigated, we have to wait as the issue gets resolved, and we have to wait while the agent takes long pauses between prompts, because they're juggling multiple clients. This can take a really, really long time and we're expected to be glued to our computers.  Even getting up for water or a rest room break can cause a disconnection and we have to start all over.

For example, I'd like to update my W-9 information.  The only way to do that is to contact support.

I want to send an email in 2 minutes to get the ball rolling. I'm happy to wait 2 days for the response on what else I need to provide.

Instead, my only option is to do it through chat. I have to wait on chat to connect to an agent, but the worst is that I have to be glued to my computer as the agent has to solve this non-urgent issue right in front of me as I wait. If we were on email, they can do these updates behind the scenes. We just want to have our valuable time respected too. 

Please don't make us have to be glued to our computers as you resolve non-urgent issues live in front of us.

Bring back email support!