A shoutbox isn't really good for support. A shoutbox is not meant for chatting, just for posting messages. There would be no way of knowing if someone else is available to help. IRC, however, does list who is online and it is separate from the people just reading the forums. The only other option I think would work would be an IM service (ex. http://www.cl58services.co.cc/im/), but I think IRC is best at this point.