Chat was easy to use. Call center staff were nice, but lacked knowledge of processes. Emailing staff was a bit confusing on who has handling which part of my order and getting an email response sometimes took a long time. Suggestions: 1. Have all pertaining information on type of services offered and any special rules for IEE posted on website in places where customers can easily access to avoid calling or emailing. 2. Allow call center staff with more responsibilities to give them the power to handle a call with more assertiveness. 3. Create a status queue similar to that of Spantran's status check online feature.