1. Your chat software automatically disconnect after few minutes of inactivity. That's insane, since often customers have to wait several minutes. It is unacceptable that the chat could close and the whole process restart from beginning
2) If I open a ticket and you need to transfer me to another department you need to provide them information about my ticket. It is UNACCEPTABLE I do have to repeat everything several times going through the same explanation over and over.
3) This chat is so poorly designed that the writing windows is so small that it is impossible to write clearly the feedback. This is one of the many points where you make difficult to communicate with you.
4) You need to train employee to THINK instead of following scripts. I lost 2h30m of my time mostly because every single person I talked to, did the same mistake because it did not trust my words.
5) If a customer make a request, such request HAS TO BE RESPECTED and not ignored and provided with the next question of the script. That's offending for both your clients and your customer assistants
6) If there is maintenance you NEED TO INFORM THE CUSTOMER BEFORE.
7) If there is an emergency not forecast maintenance, providing 15 digits code is OFFENSIVE. OFFENSIVE for several reasons
a) You do have a copy of the chat anyway
b) This is a clear way to discourage anyone to contact you again. Also it is difficult for impaired customers, such as elders
8) You need some sort of automatic system to pass on the information, or to stack request, it is ridiculous that if I do have 2 problems I need to contact you different times. For example, assuming my request of today is finalized I need to call you again in 4 days... You work for me, not the other way around.
9) At one point your assistant, who is a manger asked me to open a new chat, This if of course not possible without closing the current chat-window. Thankfully I resolved the issue for him/her and used a different browser. So  I guess you need to work harder to prepare your employees