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The new upgrade is extremely frustrating. Why are you forcing customers to sign in just to get an answer? This is a huge turn-off and adds an unnecessary barrier to what should be a simple customer service interaction.

There is also no back button, so once a customer has viewed one Instant Answer, they cannot return to the previous options without refreshing the entire website. Realistically, at that point many customers will simply leave the site. This is a significant step backwards in terms of usability.