I don't say chat is not valuable. This can help is a quick / fast organization very small compagny but the way the product is show in a big organization all the documentation, procedure etc is a critical key for that employee can work in a good manner. If the information is not well organize it's a mess, people complain, people loss all the day to find a small answer. Yes, they can chat and ask the question but I don't see value for answering question.