Text Chat: Not Just For Service Anymore<< Are Service Organizations Simply Outsourcing Inefficiency? | Main | Introducing Vovici (voh-VEE-see) >> Zachary McGeary | March 29, 2007, 05:24 PM Following up on a post from October, JupiterResearch just published a report called Real-time Online Interaction Strategies: Opportunities for Managing Higher-Cost and Higher-Value Online Interactions (link here). The report details how companies are leveraging proactive outreach via either chat or click-to-call to: * Increase Average Order Value Proactive service is nothing new, but this is different. Proactive outreach via online real-time interaction touch points provides the opportunity to service customers within the context of an interaction (e.g. online purchase, online inquiry resolution). This is a hot topic, expect the vendors in this space (e.g. Talisma, RightNow, eStara, LivePerson, KANA, InstantService, etc.) to be making big marketing pushes for these products this year. Naturally, JupiterResearch will have plenty more to say on this topic. Stay tuned! |
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