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.
Without any doubt the only service that manages to both have advanced features and user friendly interface.
I like the complete dashboard with useful tools like shortcut answers. I don't like that it's in flash. I would love that they use status instead of messages like olark to notify user presence in IM mode.
dashboard and mobile app support is awesome