I haven't added it to my website but it's a really good tool to keep in touch with customers

Hi Jacqueline, I think live chats can be very helpful as it saves you having to send an email. I'm not sure about this next remark, but do they not have to be manned 24hrs a day though so there is always someone available to give an answer to a query. As I said, l may be wrong. Xx

Something you might consider instead that would be a bulletin board of some kind where visitors can leave you and each other messages.

I'm totally thinking off the top of my head and I'm not sure if such a plugin even exists, lol, but I feel like then you wouldn't feel bad about getting to messages later because that's the basic understanding of a message board like that.

Hope I've helped you out a little bit and didn't add yet another thing to ponder over haha. We can all be guilty of that from time to time.

Good question Jacqueline .. I considered this too .. Eric has given us good guidelines. Cheers William.

Live chat would be good only if you had a consistent stream of visitors always on your site. if it's just one or two at times, then that can be awkward and won't work.