I’m a big fan of Live Chats. This is a good overview. In terms of questions, I would suggest also asking “Why are you considering us now, or why are you considering a solution?” — this might be a better question than the tired “What are your pain points? or “What type of problems do you want to solve?” You might also ask “How did you hear about us?” — this could help in your marketing efforts. Most people who use Live Chats do so because they don’t like speaking to salespeople over the phone — your goal is to create trust so that they will speak with you on the phone, and maybe consider viewing your online tour or presentation.