I accidentally came across inside , and after looking through their site www.inside.tm/magento-chat, it morphs a business website into a virtual storefront so business personnel can see and help their site visitors in real-time using chat.
A company I work for uses Live Person. It seems to work pretty well as I have used it myself. I would say having an active live chat will definitely help because when people need help they need it right away unless you want them to call you 3 in the morning. If you can afford it hire someone to do your live chat for the hours you are getting some shut eye. You will be looked upon as a more reliable solution then your competitors in you customers eyes.
You be suprised. When you have alot of products. Customers become overwhelmed and they become lazy and just wanna know what we recommend for which product they should get. If you don't have alot of products then yes I feel its not necessary. I am referring to giftbasket.com I work for that company as a webdesigner
In an eCommerce Website, I don't think that its a good option to go with live chat. you can just add a form where users can enter their queries and send it to the customer support.
In my opinion, live chat can be used to convince your customer to buy or try out your product. I think its main role is not to increase customer loyalty. Just think about it! If you want to buy anything that you have never hear about before, you want to get a lot of information about that product. Especially in case of difficult electronic goods or software products. So you - and your potencial customer as well - need any form of support. Online chat or a click-to-call webphone is an easy-to-use, customer-friendly and free option for this purpose. You asked, how to implement this feature... in connection with this, please take a look at this example.
yes its depends on the your product.if your product brand is well known than you not need to live chat such as pepsi coke etc....Most of online product you need live chat its also depends nature of your product.means some product need to provide guidness about their usage.Thats why you need live chat support.