For eBusiness & Channel Strategy Professionals (Length: 12 pages)

May 30, 2007 (updated July 17, 2007)

The Business Case For Interactive Help In Financial Services

Online Chat And Click-To-Call Should Be A Part Of Any eBusiness Strategy

by Brad Strothkamp

with Carrie Johnson, Brendan McGowan

Executive Summary (This is a document excerpt)

Interactive help — which includes online chat and click-to-call — has come of age. That's a good thing, considering tomorrow's financial services shoppers will increasingly be found online. Financial firms contemplating their long-term eBusiness strategy need to consider the role of interactive help. Firms like E*TRADE Mortgage and Dell Financial Services have found such technologies to be an integral part of meeting their Web sales goals.

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