Just to add yet another recommendation, I've been with UH for over 3 years and in the beginning was disappointed they didn't have phone support ... but a few support tickets later I no longer cared, as their ticket-response times had just blown me away (not to mention their actual level of dedication to getting my problem solved). 3 times I've submitted an Urgent ticket, and each time was answered in less than 10 minutes (one of those times, the reply came just one minute after I'd submitted!).
Now -- to UH I would just like to say I agree that if any way can be found to make your live-chat indicators more accurate, that would only be a good thing; you probably do lose at least a small amount of business by pre-sales people assuming either that your tool isn't built very well (says online when not, ergo they don't know what they're doing) or else that you're all about gimmicks without the underlying support. Perhaps instead of just Online or Offline, a third indicator (Standby? maybe with a yellow light) could be added to indicate 'chat is online, but all staff are busy, click here to join the queue".
Just a thought.
But Deezine, I can't say enough good about UH.
