Of course it is. In e-commerce, your customers expect to receive a top-notch customer support experience, and there are many statistics that support this claim:
As you can see, it offers multiple benefits that will put you ahead of the curve. However, to deliver an excellent customer support experience to your visitors, you need the perfect software solution, and that is why I recommend you to check Kayako.
It has been engineered to make your online shop experience all of these advantages, because it's been designed with the needs of modern customers, while making it easy for your team of agents.
I invite you to claim your free trial right here: https://www.kayako.com/free-trial
I'm sure that you will love it, because it offers you all the features you need to make your e-commerce customers happy and satisfied, so they keep coming for more!