Years and years ago I was the queen of the Internet. Or at least I thought I was. I had my own website on Geocities, reverse-engineered html sites that I liked. I even knew every chat software there was, I operated a registered channel on IRC, setup bots and quizzes and autoresponders.
I never thought back then that chat would slowly morph into a means to take care of my clients at the office, and even have live chat software as a plugin to our website.
Nothing beats instant response. For me that holds especially true when a client has a question and the phone lines are busy. Enabling the client to click on a button that says “Live Chat” or “Online Now” and getting an instant response to one’s inquiry is a great plus for any company.