Hello Sarah,
Have you started your online business yet? How many people are running it besides yourself? If just yourself, how are you planning on being available for 24/7 live chat - impossible I'd imagine as we all need sleep.
Therefore, you'll need to hire a team to be your customer service. Does your business turnover warrant that at this stage? .....and you'll have to train them on the services that you're offering. Another expense to add before you can start making a profit.
Another alternative would be to be able to have some application on your website where your visitors can leave comments along with their email address, and you will be able to get back to them with an answer.
Cheers,
Bernard
