Live Support is very essential for any Online business because there are many cases where in the clients seek for a instant contact option with you and email would make them unhappy. The problem with email system is that due to difference in time zones if the business is located in India and the client is from US, the business would be closed and they can only reply after a couple hours making the client to wait or else give a try with another company to get their work done. Another use of Live Support is direct customer interaction which is very important for any business and this way you can easily convert the client for your business.
There are quite a few live support scripts available because as the saying goes ‘What you pay is what you get’. These free scripts are generally buggy and also not browser friendly. I have tried out a few and the problem is that , whenever a visitor enters the live support window the script hangs the browser, because in most cases the free scripts offer browser based admin panel, but generally a paid version would offer you a setup file which you need to install on your PC and this Auto runs when the PC is started, making you online the moment you are connected to the internet.
Its also recommended to use a live support script which offers features like user’s browsers details, operating system details, IP address, referring page to find from where did the user come to your website, geo-location, option for you to directly talk to your visitor rather than they coming to your live support, this is useful when you find a visitor on your website who seem to be interested in your services but is not making the payment, and you can ask them using a small dialog box if they needed any help in signing up & making the payment and in case if they had any queries, there are many other reasons why would you contact the visitor rather than they contacting you.