We find our clients use the live chat 8 out of 10 times. Offcourse, live chat is not for everyone and some always default to ticket no matter what.
We not only offer pre-sales via live chat, but also live technical support so we can assist some clients on a step by step basis, we find this much more effective for a quick resolution rather than waiting for ticket replies and also invite ticket clients to live chat for immediate resolutions.
The great thing is we also have live chat attached to the clientarea and a signed in client automatically has their account details picked up by the chat software letting the chat rep know whom it is they are transacting with.
Just as with ticket, all live chat tickets can be archived, delegated to a specific support request and tracked.
Live chat also creates a personal bond between our clients and strengthens trust. For our business use, live chat has been the single most important tool we have deployed thus far.