Yes, very useful tool.
From both sides of the fence, I like the live help chat. As a customer I like it as it's easier than picking up the phone. Though, an 800 number ic crucial. If a company doesn't have a phone number listed easily, I will search for the same product somewhere else. I hate not being able to call and talk to a live person.
As a business owner, I've yet to install live chat on my sites, as I'm still seeking a good solution. Though, I've installed it on other client sites and it works well.
Good luck with your project.
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