I was just researching using this last week for a client who was asking for it and didn't much care for the Boldchat they were using.
It is a great FREE or low cost web site chat and support module. Just yet another innovative use for the Google Platform. I use the Google services for so much these days.
I went ahead and added to my web site, since I leave my Gmail open all day and live in my Google Desktop it was a natural fit to have on my blog.