been there done that
We used phplivesupport for awhile which basically does what your saying and works very well, however we found that it actually bothered customers and made them very annoyed, sometimes even ticking the hot heads off. Besides this it chewed server resources out of this world, and we also did'nt need to pay employees to sit and watch the online activities of customers floating around our website, so to make things short we stopped using it.
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