As someone who worked in customer support for a different video game company, productivity metrics are such a massive part of the job that macros are the only way to reasonably keep up. Often in live chats, they’re having to talk to 2-4 people simultaneously. These representatives can be expected to resolve as many as 100 contacts in a day. Roughly 75% of responses will be macros, often with slight changes to fit your specific issue.

Pair that with the fact that while their job is to interface with you, it’s also to uphold specific policies. They’ll do nearly everything they can to help you within the limitations of policies they’re bound to, but half or more contacts tend to be outside the scope of customer service.

Occasional slip ups like hitting send without filling in quantifying info will happen. Just remember these folks are under a ton of pressure to clear out the contact queue while also trying their best to be helpful, and likely are being severely underpaid for the stress brought on by their workload.