[Chance]

I'm not too sure how someone would have a word while the application is being processed, that sounds like an organizational nightmare. I think the new system at least lends itself to more of a 'conversation', where there can be a back and forth discussion that isn't slowed down by the forum and whatnot. The ticket will often remain open after the fact for further questions and guidance, if appropriate. Obviously outcomes will vary depending on context and attention. Other than that I'm not too sure!