I find many companies dont offer print or email transcripts of live chats. I recently had a chat with Amazon and asked about a transcript and was told ' sorry we dont offer that, but the chat is recorded on our system against your account' not much use to meI've noticed more and more companies not recording the chat logs for user review - meaning, me as a customer, I should be allowed to re-read what was done before.
This was something we had available to our clients when I ran hosting. A user could see any ticket they entered, and any live chat communication that they had with staff.
Today, more than ever, I find myself running into a similar issue that I had resolved a few weeks or a few months ago, but can't remember what I did (or the host did) to resolve it. Having that chat log or ticket log available means I can quickly tell the staff "do X as per previous chat" without them having to research how to do something.
Seems like all the big hosts are removing the ability to review old tickets or chats.