~snip
Im not sure which site are you talking about but it usually only happens when the number of customers are increasing significantly while the number of site supports remains the same
Well they could employ at least more people and have some chat bot support to aid them and an efficient chat bot while we're at it. I don't have any site specifically but that is the most noticeable thing when it comes to those things. It's not like they can't do it especially if they are getting bigger, they have the money to expand.