Organisations often request what is called a ‘Customer 360’ view within their CRM systems. This is unfortunately a term which has become overused, misused and actually quite misleading. Feel free to listen to why in one of my YouTube videos (this one) but in short, human beings are not owls, and we cannot consume a large amount of information at any one time.
It is fairly regular that you will be navigating the internet to then come across a pop up on the side of your screen asking you if you require assistance. This live support functionality is designed to capture needs right as they happen or very shortly after so if your having a problem, such as not being able to find what your looking for, you can ask immediately without having to email a support ticket and then wait and manage the response.