[mothered]

I wonder if it would work as smoothly through chat as well, I quite hate talking on the phone so all my SE is done through chat or email, but that gives the CS more time to think about their answers plus it's hard to convey a sense of urgency through those

but that gives the CS more time to think about their answers

^ It also gives you more time to think about the most appropriate response - which can make a huge difference with where your claim Is heading.