I think the problem comes from the misinterpretation of ‘chat’ as a conversation and not as an avenue of support. Live Chat or any capitalized Chat might better said the next title to avoid confusion.

BUT, live chat is stupid and as an IT professional beholden to a Live Chat my users don’t need, just call them. If you don’t have time to call, email them. Response times are UP with chat, but resolution times are DOWN. More deflection in a chat agent than service