Just be aware that if you try to download and get 'cryptic' error messages that it may be due to the fact that you have to be logged in to access the files.
The error messages on the site don't at all make that clear (and when you try to access them you get 'invalid category' messages).
Also, be aware that you have to go through about 5 screens to actually download the plugin. (but it is worth the effort).
I'd give a perfect review if these basic UI issues were fixed on the site.
With LiveZilla I always had problems because the client had to be installed on every agent's computer.
This system makes it easy ... I can even respond to inquiries on my smartphone using my skype account!
The service (for any active site) will cost you, but DEFINITELY worth it if you need to provide professional live help at a reasonable cost.