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Is chat an important channel for lead nurturing?
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Chat is very "10 years ago". Chat is very useful in converting people on your web site. So, not lead nurturing per se, but guiding visitors past the anonymity of the website and into your sales funnel. It's a cheaper way to answer innocuous questions from buyers.
Leveraging chat is also primarily used by more transactional products (cable companies, telcos, etc). So, you probably will not see SAP use it, but you do see a progressive, successful but transactional company like Rackspace use it.
The other thing to consider with chat is the fact that it is more commonly a channel for customer service.
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