Originally Posted by stromind
Live chat should be for sale related queries only because it does not take to much time to reply and leave a good impression on the client. On the other hand for technical queries client should be asked to open a support ticket because usually, it takes time to resolve the issue.
Live chat is wasted just for sales, you can offer level 1 tech support over live chat with ease and in some cases level 2 tech support can be handled by live chat.
For complicated level 3 support yes tickets is the best option.