The chat session on my first awning purchase was too jumpy and slow --- I'd type a character and it took 2-3 seconds for it to appear on your screen.
For the 2nd purchase of another retractable awning for my neighbor, the wait time was 45 minutes or more --- I don't mind waiting 10-15 mins, but no more.  Why not allow a customer to opt to receive a phone call back from you in the order that you received it from the customer?