in my experience, adding a live chat or any other way for a customer to connect with a real person quickly and easy, is good for business.
Sometimes a customer has a question that is not answered in the product description or faq's, or needs some advice as how to use a product or which product is best for him or her. Live chat /contact can be the difference between making that sale or losing the customer because he's off surfing the web again..
so, good module indeed to test which ways are best for your customers..