For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	March 11, 2008 Improving The Design Of Chat Interactions Forrester's Click-To-Chat Evaluation Uncovers Best Practices by Adele Sage with Bruce D. Temkin, Andrew McInnes, Olga Melnikova

This is an excerpt

Executive Summary

Consumers like the immediacy of chatting with agents on a company Web site, but they aren't satisfied with the experience. To identify ways for improving these experiences, Forrester applied its Click-To-Chat Interaction Review methodology to a number of different companies. We found good examples in all 10 of our criteria that cut across three categories: value, presentation, and trust. To uncover problems, firms should apply Forrester's review methodology to their own chat interactions.

TABLE OF CONTENTS

• Chat Hasn't Yet Reached Its Potential
• Best Practices For Click-To-Chat Interactions

RECOMMENDATIONS

• Apply The Click-To-Chat Evaluation On Your Site
• Supplemental Material
• Related Research Documents

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.