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Openfire for customer support

I am building a live customer support chat to a web page and have been thinking about using Openfire to achieve this.

But I am a bit unsure if I really need this or if I should just create a basic .NET app and use SignalR.

Does anyone have any experiences with this?

Does it exist any 3rd party plugins for handling support requests (replying to requests from customers)?

For the clients I am thinking to use AG-Software

AG-SoftwareMatriX JS » AG-Software

Some feedback would be highly appreciated.