I was thinking of getting live chat customer service and/or live

chat operators doing customer service for my website but when I

read this article from Ed Kohler I changed my mind!

http://www.technologyevangelist.com/2007/12/live_chat_at_its_wor.html

after reading, who do you think is to be blamed for this horrible

customer service experience? home depot? live person's chat

operator? the live chat system itself? or bad marketing strategy on

chat system host's end?

Your thoughts are deeply appreciated.