To those who are thinking of using a chat a) Get enough resources so they can respond in timely manner. If you grow bigger,you probably want to cover 24/7. b) Have a strategy in place on how you shift the chat convo into a call(if it's sales enquiry) or how you finish it in timely manner so you don't turn it into a friendly,yet meaningless chat. c) Don't take someone's use case as an answer to your problems.There are many businesses,where chat isn't a good idea, don't adopt it blindly.