I already have a contact form. Do I need chat as well?
They do different jobs. A form asks somebody to commit before they know enough to want to; chat answers the question that was stopping them. Most sites are better with both, and we build both.
A contact form is a good way to capture somebody who has already decided. It is a poor way to capture somebody who is still deciding, because it asks for their name and number in exchange for nothing — they have to hand over their details and then wait to find out whether you even do the work they need.
Chat inverts that. The visitor asks "do you do cabinets" at nine at night, gets an answer, and only then is asked whether they would like somebody to call. By that point they have a reason to say yes.
The reverse case is just as real. Somebody who already knows what they want does not want a conversation — they want to leave their details and get on with their evening. Making that person chat is its own kind of friction.
So the answer is usually both, on the same site, feeding the same inbox. That is how we build it: chat for the undecided, a form for the decided, and every enquiry from either one arriving in the same place with the same email.