Do you remember the first time you got to use chat to address an issue with a company you do business with? I was ecstatic that knowing I no longer had to wait on hold for hours with our electric company to talk to someone about an issue that could be resolved in a few seconds. The system was fast and the entire interaction took just a couple minutes. In other words, I was a happy camper even though the issue, as it turned out, was on my end. Sure I was out of a few dollars and I have no idea where their call center was, but the communication was quick and efficient.