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Marketing guy piping in here...  Sean's reply "Because this is sales" is completely puzzling.


You can't strong arm a shopper when the seller has no leverage.


Having a website is all about opening paths to your store.  Adding options for a shopper to choose their preferred method of contact is opening up more paths to your store.  This is why chat works!  IMO, Ed's completely nailed it, why not add reply via FB or twitter too?