Hello!
I think it would be a good idea if you had like 1/2 representatives available for live chat in different timezones so you can cater for those who are not in the US (like me.... )
Just a suggestion, because for me I've only seen livechat online once!
The ticket system is great, just that I feel more assured when I talk to a person.
* On another host I've noticed the person that is handling the tickets are also online on live chat and if its something complicated they just ask me to open a ticket, but I'm still comforted because I've talk to a person before opening a ticket... I don't know if that's just me haha.
OH and sometimes when tickets don't get answered fast, live chat is just there to tell the person that a ticket is waiting.