I would like to see all companies being available on Instant messaging systems (say whatsapp, facebook messenger ...).
User would see a single interface (probably he does not need to know company's id (i.e. mobile# for whatsapp, facebook id for facebook messenger) but he/she can just select the company logo that he/she want to chat with from the corporate buddy list).
Few dozens of chat customer care will be behind proxy id. making one-on-one connection (each customer care representative talking to only one customer at a time). i.e. when a user selects "SurfExcel" in whatsapp corporate chat support list, it connects to one surfExcel chat support representative. While this chat is going on, if another user selects "SurfExcel", it connects to another chat representative of the company.