This service should be much higher on the list. They provide great info on your customers, and work really well with Adium on the Mac. Top notch customer service as well.
dashboard and mobile app support is awesome
this works especially well for small businesses who simply want a no-hassle, great-to-use live chat system
I am going with Zopim for my chat platform as well. Excellent features and a great team cumult.com
In terms of backoffice support - the best choice available.
Good price performance and nice design. Immediate support for clients.