My company is using something similar like Messenger for the ease of communication with our customers/suppliers, and it looks like this:
The mean of this is for us to contact customer from other locations if they are not available by phone.. however, it has been a little bit "abuse" of using this I believe,
because 2 persons sitting just next to each other, and they communicate with this thing...
OMG! Are we choose to type instead of talk?
I think they are staying long enough in IT support field, and obviously they need to take a fresh breath! Sigh..