Is your osCommerce site customer optimized too?

Before you rush to draw new customers through greater SEO efforts, how about looking at the potential customer who is about to walk out the door?  If it was a real store you’d be out there saying “Can we help you?”. 
Just because you are an online business does not mean you can’t or shouldn’t.  While pop ups inviting people to chat can annoy customers, saying nothing at all can be worse.
So before you decide you need to do even more SEO how about improving your customer service tools?  Apart from a prominent, ideally free, phone number and detailed contact us page, what about tools like Online Chat, Remote Cart Management, Simple Q&A Forums?  
If we told you they can increase sales by 10% or more would you do it?