Nike customer services chat

I recently came across using the services of Nike customer service chat. I saw the potential to solve some of the following problems:
- separate window
- a lot of empty not used space
- unclear CTA
- the unclear distinction between client and customer support representative
- automatic termination of the chat in case of no response
- a well-planned protocol for chat missing
- no option to upload documents during the chat session
- actual-time estimate missing in the beginning
- no time stamps for the messages

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Yova Bogdanova
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