Why is the Support chat so poor?

I am really frustrated and puzzled as to why the supoport chat is so poor.

The gaps between responses are very big and i find myself going round in circles not getting my queries dealt with.

I really like Keap but if I had to use the the support option more often i dont think I would stay.
Is this the only way to get help ?

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Is it a generic thing, or a specific problem?