Over at WordPress.com, our main avenue of customer support is live chat. We previously were on Olark, but has since built out a chat system that we call HappyChat (support folks are referred to as Happiness Engineers). There are a number of excellent features that the development team has built in, but an often underutilized one is chat tagging. If a user joins a chat, and asks about a domain renewal, that chat might be tagged with “domains” or “domain-renewal”; we aren’t very strict on tagging, except in certain circumstances. We can pull out the data we need even if the tagging is a little fuzzy.