I love the live chat feature - it’s great to be able to connect to someone immediately, and get instant answers.
However, the flip-side to lumping everything all in one place, is that it makes it hard to scroll back to past conversations or provide a clear separation of concerns.
A ‘secure message’ / internal ticketing system would be useful in cases such as disputing specific transactions, uploading proof/ID documentation, asking about account specifics and being able to archive messages that can be referred to later, etc.
I’d also love to see some extra transparency and exactly who is online, and what the support times currently are, in real-time. There’s nothing worse than sending a message and not getting a response immediately – people tend to panic when it’s something involving their money, even if it’s a trivial fix! - so that would help ease a few concerns