For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	March 31, 2008 Executive Q&A: Click-To-Chat Interaction Reviews by Adele Sage with Bruce D. Temkin, Andrew McInnes	Average: 1  (1 rating)

This is an excerpt

Executive Summary

Click-to-chat reviews uncover flaws that prevent users from accomplishing key goals by chatting with agents. To get the most out of the click-to-chat interaction review, site owners should identify user goals that drive business metrics, review their chat experiences using the tools available on Forrester's Web site, and fix usability problems identified in the review. We recommend following a six-step process that starts with developing user goals and ends with periodic retesting.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.