Chat support is great, so great that the reps are often all taken 🙂 and the support channel is grayed out. It's tough not knowing whether I could check back in 5 minutes or whether it's best to use another support option.
With that in mind, might I suggest a chat queue. Knowing where I am in line and how long it might take to get to me would be awesome.
Staking a claim to a place in line or at least getting some visibility into the chances of me being able to connecto chat would be great.
Perhaps there's other ways of improving the experience, so hey, whatever works.