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We are using www.fivestreet.com and it automatically emails and texts them that we are tied up at the moment and that we will get back to them as quick as we can. Normal business hours that is usually within 5 minutes. Yes we track that on our team.
Boomtown. Works well, generates a ton of leads, simple back end and automated follow up system. Plus the best customer service in the business. As for chat we use Zopim and love it. They just launched there iphone app that lets you talk to people on your site via your phone anywhere in the world!