I had the same experience. Personally, I loathe chat widgets, but installed one on our SaaS, and customers LOVE it. In fact, it was down for a day recently whi

I had the same experience. Personally, I loathe chat widgets, but installed one on our SaaS, and customers LOVE it. In fact, it was down for a day recently while we swapped support providers, and customers were actually emailing me asking where the chat widget was. Even in that 24 hours, dealing with support via email was a distinctly crappy experience compared to a live chat widget.