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The live support system helps to resolve a lot of basic problems quickly. Usually, it takes a long time to get a response by creating a support ticket. I don't know how fast the Whale.io team reacts to the support ticket as I haven't created any ticket there. As a gambler, I always prefer to get help from the live support agent instead of creating a ticket and wait for an uncertain time (to get a response). Most of the gamblers will agree with this point. Whale.io should consider to add the live support agent.
I have already created several support tickets with various betting providers and well-known exchanges such as Polo and Kraken, so I am well placed to make a comparison.
The response times from Whale Support with concrete solutions are exceptionally good and, above all, very fast, not just for the initial contact. Follow-up questions are also usually answered very quickly.
Of course, there is also the advantage here that more and more AI-based systems can be used in the future. These reduce response times considerably, as the initial responses to "standard questions" are generated immediately, allowing users to be helped directly. I don't know whether Whale already uses such systems, but I definitely wrote to a human being when I submitted my last support ticket.