We love having the opportunity to chat with our customers as they surf our website. We are able to ask them if they have any questions about what they are currently viewing. This option for us has helped us cut in half the number of abandoned carts we once had. We love that you can see where your customer is chatting from, which helps with answering delivery questions etc.
At times, it is difficult to attach pictures while chatting. It would be nice if the end user and chat host would be able to benefit from sending the pictures, especially when you are working with a designer for color purposes.
Definitely give it a try. It will be worth it. Test the chat yourself too, so that you can see how it works on your website. You can set up canned responses which are nice.
We are solving many problems on a daily basis with our customers. Directing them to our how to videos and to our many colors and styles of binding tapes. We have a sample page that many like to use.